CiCS Helpdesk for CiCS User Group June 2010

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CiCS Helpdesk for CiCS User Group June 2010

  1. 1. CiCS Helpdesk<br />Jane Coles & Michael Walker<br />CiCS User Group Meeting - June 2010<br />
  2. 2. Who We Are<br />20 Multi-skilled staff forming an expert Helpdesk<br />Offering diverse IT Support to both Staff and Students<br />Work closely with IT support staff within the Faculties<br />CiCS User Group Meeting - June 2010<br />
  3. 3. What We Do<br />The Helpdesk is the single point of contact for CiCS Services:<br />Customer Enquiries<br />Service Requests<br />Incidents Reporting<br />Support to over 24,000 students & 6,000 Staff<br />CiCS User Group Meeting - June 2010<br />
  4. 4. Strive to resolve 80% of customer problems on first contact.<br />Offer support on diverse IT issues – around 400 problem profiles within Supportworks.<br />Continually updating CiCS web pages and knowledgebase with new information.<br />CiCS User Group Meeting - June 2010<br />
  5. 5. CiCS User Group Meeting - June 2010<br />
  6. 6. CiCS User Group Meeting - June 2010<br />Academic Year 2009-2010 <br />
  7. 7. Most Popular Queries<br /><ul><li>Registration and computer account queries
  8. 8. Filestore & Mailstore increases
  9. 9. Computer account queries (Expiry, Access, MUSE, Webmail)
  10. 10. UCard queries (Access, Library, Expiry, Renewal)
  11. 11. Software
  12. 12. Email ( Thunderbird, Outlook, Webmail)
  13. 13. Purchasing and Licensing (Microsoft, SPSS, etc)
  14. 14. Desktop Application Support
  15. 15. Connectivity, Viruses & Operating Systems
  16. 16. Network Connection (Wireless (Eduroam), VPN)
  17. 17. Infected Student Laptops
  18. 18. Damaged Operating Systems</li></ul>CiCS User Group Meeting - June 2010<br />
  19. 19. Self Service & Knowledgebase<br />Self Service<br />Online support available to staff and students<br />Log new and check progress of existing calls 24/7<br />View Service Status updates<br />Knowledgebase<br />Provides instant answers to the most common queries<br />Continually adding new articles<br />Analysis of statistics defines which articles are needed<br />CiCS User Group Meeting - June 2010<br />
  20. 20. Visits to Self Service<br />CiCS User Group Meeting - June 2010<br />
  21. 21. Knowledgebase Article Views<br />CiCS User Group Meeting June 2010<br />
  22. 22. Remote Assistance<br />New service designed to provide quicker and more focused support for software problems<br />“Instant Chat” with our analysts<br />Windows or Mac, anywhere in the world<br />Currently available weekdays between 9am and 1pm<br />CiCS User Group Meeting - June 2010<br />
  23. 23. Demo<br />CiCS User Group Meeting - June 2010<br />
  24. 24. Future Developments<br />Service Requests<br />Increase filestore automatically<br />Request software licenses<br />Accounts for new starters<br />Service Status Notifications<br />Subscribe to services & receive relevant notifications via email<br />Knowledgebase Expansion<br />Library and Information Commons knowledgebase<br />Technical knowledgebase for analysts<br />CiCS User Group Meeting - June 2010<br />

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