Welcome to Fordham University School of Law

1
NEW YORK CITY
Fordham University School of Law Law Help Desk
Operations Tour
Manny Rodriguez
2
Faculty and Staff Support

• Desktop Support
• Remote
• Desk side
• Standard image application support
• Standardized desktop image (w/ADS policies)
• Network File Print Shares
• Intranet Services
• eCopy/MFP (print, scan, fax, copy)
• LibertyNet Document Management
• University WiFi
• VPN
• Blackberry support

3
Student Support Services

• Pharos Printing Services
• LawNET Intranet Services
• Securexam
• Computer Lab
• University WiFi
• Laptop Support
• Virtual Lab

• VPN
• Dial up Services
• Student Journals Organizations
• Full Desktop and Software Support
• Printing
• LAN
• Network Shares

4
Service Desk Tools

• Track-It!
• Magic Service Desk (University)
• Remote Solutions VNC, RDP, VPN Meeting (Juniper)
• Altiris Deployment Solution (approx 400 devices)
• HP JetAdmin (approx. 86 devices)
• eSupport (Network Account Management)
• eManage (GroupWise e-mail Spam Quarantine Tool)
• Active Directory Service (Account and Desktop
  Policy Management)
• RSA Admin Authentication
• Pharos Administrator
• RightNow FAQ

5
Law Help Desk Model
HDA Field Support
Students FacultyStaff
Help Desk
support
solution
PhoneE-mailSelf ServiceWalk-inRightNow CRM
SPOC
2nd Level
3rd Level
6
Service Desk Staffing

• 1 Help Desk Supervisor
• 4 HDAs Covering All Hours of Operation
• 1 HDA Application Specialist
• 1 Senior Help Desk Analyst/DBA
• 1 Hardware Tech
• 6 Student Worker Techs
• Hours of Operations 830 AM 1100 PM, Monday -
  Sunday

7
General Metrics

• Call Monitoring Track-It!
• 62 Calls Between 1100 AM 500 PM
• Avg. 20 New Work Orders a Day
• Avg. 44 New Work Orders a day During the Start of
  the Semester (August)
• Students 1,700
• Staff and Faculty 350
• Approx. Remote Users 280
• Approx. 200 Replacements Per Year

8
Ongoing Projects

• Asset Management Enhancements
• Document Management
• Ongoing Help Desk Staff Training
• Service Catalogue and Help Desk Manual
  Documentation
• Customer Satisfaction Surveys
• MS Project

9
Future Projects and Goals

• Service Level Management
• Knowledge Management
• Help Desk Training Manual and Service Catalogue
• ACD/VOIP

10
Contact Information

• Bernard Matthews
• Director, Information Systems Planning
• bmatthews_at_law.fordham.edu
• Manny Rodriguez
• Manager, Support and Client Services
• mrodriguez_at_law.fordham.edu
• Law Help Desk
• [phone]
• helpdesk_at_law.fordham.edu
• http//law.fordham.edu/technology