Calvin's approach to HelpDesk support

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Welcome to Calvin
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Calvin Distinctives
What Makes Calvin Unique?
Profoundly Academic Spirited Community Purposeful
Renewal Promising Futures Remarkable Investment
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Profoundly Academic

• Calvin facts
• over 100 majors, minors programs
• several Off-Campus study research opportunities
• fully accredited professional program
• 121 Student to Faculty ratio
• Average class 22 students

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Minds in the Making
Calvin is ranked No. 1 among the Midwest
Comprehensive Colleges
--U.S. News
World Report
one of the countrys top evangelical colleges


--The Fiske Guide to Colleges
At Calvin, we believe that all things in your
promising future start with a uniquely valuable
resource--your mind.
Excellence
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Spirited Community
Calvins intentional Christian community
strengthens heart, soul, mind and body

• Our students
• 4,200 students
• 53 from Michigan
• 38 from out of state
• 9 from other countries
• 6 students of color
• 54 female, 46 male
• 58 from private schools
• 41 from public schools
• 1 homeschooled

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Purposeful Renewal

• We are challenged to engage with the world, using
  our knowledge, gifts, and skills to make all
  things new

• Renewal

• . . . through our learning, we seek to be agents
  of renewal in the academy, church, and society.
  We pledge fidelity to Jesus Christ, offering our
  hearts and lives to do God's work in God's
  world.
• --Calvin Mission statement

• Using knowledge, gifts, and skills to make all
  things new

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Promising Futures
Through the development of essential character,
knowledge and skills, Calvin helps students
understand God's world, discover their unique
gifts and excel in meaningful vocations. Calvin
is nationally ranked for the number of graduates
who go on to earn a Ph.D. 96 of Calvin seniors
have secured jobs or start graduate school within
6 months of graduation Calvin graduates are
leaders in their fields, bringing the light of
Christ into a wide range of professions.
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Remarkable Investment

• Calvin's life-changing education provides
  lifelong dividends

• Renewal

Calvin is committed to making this education
affordable to all students

• 43 million in aid awarded annually
• Academic scholarships from 1,000 10,000
• 90 of students receive some form of financial
  aid

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Minds in the Making

• The life thats unfolding. The world that
  awaits. The gifts that are yours to explore- and
  Gods to use. Its all happening here, at
  Calvin.

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Calvins approach to HelpDesk support
Bill Vriesema Assistant Director Technical
Support Services
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CIT Structure
Teaching Learning Technology Integration
Services Information Systems Network Operation
Center Telecommunications
HelpDesk customer service window
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Phone Email Walk-in
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Staffing and Scheduling Staffing 4 FT
Analysts 10 Students Hours 730am 5pm
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• Meet the HelpDesk staff

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Support Statistics (as of Fall 2007) 5030
customers 4200 students 430 (FT PT) staff
400 (FT PT) faculty 87 PC vs 12 MAC (and
1 other) 2550 Campus computers 12
laptop 45 labs
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• 106 rooms (classroom labs) we provide Class
  Rescue support for
• Desktop computer
• Laptop hookup
• Internet connection
• DVD VCR
• Data projector
• Cable TV
• Document camera (a few)
• Over 250 printers
• 50 InfoExpress stations throughout campus
• Over 125 PDA users

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HelpDesk Services

• Faculty Staff
• Account and software requests
• Telephone issues requests
• Network support
• Wireless
• Class Rescue program
• Take I.T. Home support
• Printer administration
• Hardware repair
• Software support
• KnightVision portal support
• DataTel (database) support

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HelpDesk Services

• Students
• Account creation and administration
• Telephone issues requests
• Cable TV issues requests
• Network support
• ResNet (wired dorm access)
• Wireless
• Printer administration
• Hardware repair
• KnightVision portal support
• Student network access

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HelpDesk Services

• Class Rescue
• Our most urgent priority is a professor in front
  of the classroom using technology
• Phones in every Smart Classroom all HelpDesk
  phones ring above ACD
• If issue cannot be resolved, a technician will be
  on site within 10 minutes to assist

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HelpDesk Tools

• Wireless Headphones
• 1 PC 1 MacIntosh per analyst
• HEAT Call Tracking
• ZenWorks Remote Control
• Virus Quarantine system
• Web Tools
• email quotas for students
• Id verification tools (LDAP)
• Wireless access points
• Printer control
• Printer Queue management

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Calvin HelpDesk Career Path
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Career Path Chart
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ITIL Service Support Model
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Wallboard
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HelpDeskCommunications

• unplanned vs planned outages
• cit-alert /student-alert
• system status
• voicemail alert
• IT Connection

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Customer Satisfaction
Yearly relationship survey Daily performance
surveys
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HEAT ticket with survey link
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Survey form on web
3 simple questions
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HelpDesk Metrics
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HelpDesk Metrics
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HelpDesk Metrics
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Hosting a yearly training picnic
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Questions?