Paper to accopan

1. 2011-2012 - Employee Performance Recognition Submission
Information technology support can be very involved and the need for multi-
tasking is essential. There are emails, phone calls, and hallway conversations that can
lead to relevant needs for attention. As the IT Support Specialist, it became increasingly
obvious that the current spread sheet system of tracking tickets was not very efficient
or all encompassing. The need for some way to integrate or compile help requests was
becoming more obvious to not only myself but to my Supervisor as well.
The existing spreadsheet had many columns that needed addressed but short
and quick repairs sometimes did not make it to the sheet. This was due to oversight,
lack of time, or any other side track items that occur during a busy school day. Time is
of the essence with many issues that occur during daily use of over 125 computers.
Class time is short and immediate assistance is required in many cases. Having a
software program that would allow me to be alerted of the user needs while creating
and logging the ticket from the end user became a primary need for the technology
office.
In November of 2011, I decided to begin a search for a ticketing system that
could create a ticket and alert the sender that their issue was being assigned and
worked on. I was also hoping to create ticket reports with this system to allow more
time for problem solving and less time entering data into the spreadsheet.
Through my research, I found a web based tool called Spiceworks. Spiceworks is
a free package but still a comprehensive package. I found that Spiceworks not only
created tickets from an email, but I could also create tickets manually based on
information from a phone call or hallway chat. The ticketing system was very user
friendly and met the requirements we were looking for in a helpdesk. I continued to
research this software package and held meetings with my Supervisor to ensure that
any transition to the software would be supported based on the benefits it created. In
that research time, it was discovered that there are many benefits to the software that
were in addition to the ticketing system. Spiceworks offered many features that I was
not looking for but have come to appreciate as they also create efficiencies with other
functions performed in the Technology Office.
Here is a recap of the many benefits to implementing the Spiceworks Software
package:

2. 1. The software is offered Free of Charge while other comparable programs can
cost anywhere from hundreds to thousands of dollars a month. Many times, free
can mean less quality; Spiceworks is the exception to that rule.
2. Spiceworks Helpdesk creates tickets automatically from an email request for
assistance. When that ticket is created it also logs and CC’s the creator on all
future communications for that ticket. Edits can be made to include asset tagging
so that problem machines can be traced. This feature has been a significant
factor in improved communications.
3. This system also includes Inventory reporting that will also replace our
comprehensive inventory spreadsheet that also takes time and research to
prepare. This inventory report is generated by a scan of the network devices.
Manual entry of items such as phones can be added as well.
4. Vendor Participation is another great asset to this software. I can request quotes
from our existing vendors and also scout new vendors by requesting competitive
quotes from the many certified vendors in the software.
5. Purchasing is associated with any trouble issue. If a computer/printer is reported
and ticketed as broken, the asset can be removed from the inventory and the
new asset would replace the original.
6. Software alerts are given based on any software installed on the network. I can
see the level of urgency for any available updates as well.
7. A large community of IT support is available from other users and support from
Spiceworks employees. Response time is usually quick and the community of IT
users can also post custom reports they have created to make a quicker set up in
the system.
Running inventory reports, creating custom reports and much more can all be done
with the help desk system from Spiceworks. This is helping to organize the IT
department. It has become a tangible asset to have information consolidated and the
tools in one easy to access place.
We implemented the software beginning in January 2012 after the initial installation
and helpdesk set up. As the day moves by so quickly, it is beneficial to have the
supporting software that can increase productivity and efficiency in the multi-tasking
world of IT.