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DU Technical Services Help Center


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DU Technical Services Help Center

  1. 1. University Technical Services Help CenterThe UTS Help Center, located on the main floor of the Anderson AcademicCommons, provides free technical assistance to University of Denverfaculty, students and staff.
  2. 2. The UTS Help Center isopen 8 a.m. to 10 p.m.Monday through Thursdayand is also open on theweekends until 8 p.m. or10 p.m.Flexible hours allow forstudents to come and gobased on their own freetime or when techemergencies ariserequiring urgentassistance..
  3. 3. Walk-ins laptop appointmentsare based on a digital ticketsystem where walk-incustomers log-in with theirDU ID and passcode andprovide a brief description ofthe issue on webCentral.The ticket is then entered intoan electronic queue andassigned to a Help Centerconsultant on duty.
  4. 4. In the 2010/2011 schoolyear, UTS employees handled 500 walk-in laptop appointments per month. That number is expected to increase this academic year due to their new location in the Anderson Academic Commons. Right, UTS employee CaseyLitow, a sophomore electrical engineering major and computer science minor, assists a customer with her laptop.
  5. 5. UTS employees, likeLitow, deal with both Appleand PC computers and arefamiliar with a number ofcommon software programssuch as MicrosoftOffice, Parallels and anti-virusprotection services.In addition, supervisors withprofessional technical and callcenter experience are also onstaff to assist.
  6. 6. UTS employeespersonally assist in walk-in laptop appointmentsand directly engage withcustomers about thenature of the problem.By doing so, employeescan hear firsthand theconcerns of thecustomer and canbecome familiar witheach individual laptopmore rapidly.
  7. 7. Wait times for walk-in laptop appointments varydepending on the numberof appointments occurringat that time. Usually, there is little to no wait and consultants can attend to repairs quickly.The Help Center sees more customers at thebeginning, middle and end of quarters, as well as during the beginning of the week.
  8. 8. Appointment times vary depending on the severity ofthe problem and the resources required to repair the computer. In some cases involving more structural hardware or software damage, repairs can last upwards of two hours. Virus scans and other diagnostic programs can also account for increased appointment times.
  9. 9. Malfunctioning laptops can alsobe checked into the Help Centerfor on site maintenance. Checkedin laptops carry a maximum 2-dayreturn policy and customers arepersonally called when the repairis completed.
  10. 10. In the 2010/2011 academic year, the UTS HelpCenter received around 2000 service calls per monthin addition to walk-in laptop appointments.
  11. 11. At the Help Center, employees both field customerrequests via phone and operate an email based system. Similar to the webCentral digitalticket system for walk- inappointments, employ ees respond to customer technology questions over email and provide insight into fixing laptop issues.
  12. 12. If a laptop repair requires additional parts or the replacement of hardware, theHelp Center can have the parts shipped directly to campus from the companyand install them (provided the parts are under warranty). Installation isperformed by employees with certification and yearly education.
  13. 13. UTS employees oversee thecomputer labs located on themain floor of Anderson andare responsible formaintaining printers.Problems with labcomputers, eitheroperational or physical, areaddressed by UTS staff.Left, Litow performs a headcount of users working on labcomputers.
  14. 14. In addition to laptop repair, the UTS Help Center also providestemporary, limited laptop rentals for students and staff. If a customerrequires a laptop while providing proof of their personal computerundergoing repairs, the Help Center can lend one out for no charge.