SEVIS Help Desk

1
SEVIS Help Desk

• Who are we
• What do we do
• SEVIS Support
• Volume
• Training/Mentoring
• Survey
• Our goals

2
SEVIS Help Desk

• Who are we?
• EDS Employees
• Electronic Data Systems, better known as EDS
• Ross Perot started in 1962
• IBM largest competitor
• Third party contractor

3
SEVIS Help Desk

• Who are we? (continued)
• 21 Analysts, 2 team leads, and 1 manager
• 16 with 4-8 years of service/experience
• 1 with over 2 years of service/experience
• 7 new hires since February

4
SEVIS Help Desk

• Who are we? (continued)
• Former WCOM/MCI Technical Help Desk
• 24x7 support for 70,000 customers
• Tier 1 2, 125 analysts at three locations
  (Atlanta, Colorado Springs, Ottawa)
• PC support, email, mainframe, MS products,
  homegrown products (Resource Manager, SADB,
  RASNET)
• Phone, web email tickets, walk-ins
• Metrics always obtained per service level
  agreement
• 95 customer satisfaction rating per automated
  surveys

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SEVIS Help Desk

• What do we do?
• Initial point of contact for our SEVIS users
• New issues
• Ticket status
• Ticket/issue escalation
• Provide level 1 2 SEVIS support via phone
• Password resets
• Customer education/training

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SEVIS Help Desk

• What do we do? (continued)
• Ticket Status Updates
• Experienced on ticket tracking systems
• Very thorough and intense
• Batch
• Vendor support
• Email
• Voice mail
• Phone

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SEVIS Help Desk

• What do we do? (continued)
• J F/M
• Monitor and respond to sevishelpdesk_at_eds.com
  emails
• Some data fixes
• Tier 1 has the ability to fix some situations
  within SEVIS.
• Not all data fixes can be performed at Tier 1 and
  may need to be escalated to another Tier for
  assistance

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SEVIS Help Desk

• SEVIS Support
• Our resources
• Internal Knowledgebase
• SEVIS website (all associated links)
• Email communication with Tier 2 3
• Guidance received from DHS DoS
• Instant messaging (ICQ, Jabber)
• Peers/team leads
• Tier 1 2 POCs
• Tier 1, 2 3 biweekly meetings

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SEVIS Help Desk

• Survey
• Tier 1 is currently conducting a survey. With
  every trouble ticket resolved by Tier 1, an email
  is sent with a link to complete a quick survey
  with free-field comments allowed.
• October 12-31
• 762 survey responses
• 95 overall satisfaction rating

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SEVIS Help Desk

• Survey (continued)
• The purpose of the survey is to ensure that Tier
  1 of the SEVIS Help Desk is providing the best
  support possible for the users of the SEVIS
  system.

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• Survey Comments
• Satisfied
• I really appreciate all they do and the way they
  are able to answer almost any question related to
  SEVIS. I am the go-to person for all the
  individual locations of my school (over 40 in the
  US), so it does mean a lot to have a help desk
  like this.
• The Help Desk analysts (tier one) are by far the
  most positive aspect of the entire SEVP program.
  They are very helpful and informative.
• I have dealt with about 5 of your representatives
  over the past year and they are professional,
  helpful and have a positive attitude. I could
  only say great things about your help desk it is
  truly a help desk.
• I am immensely satisfied with the help desk
  assistance to my calls. It would be still more
  nice if the data fix could be done faster without
  long delays.
• Its difficult to keep your cool when customers
  on the other end of the line are upset or
  frustrated, but the Tier 1 Help Desk staff manage
  to do a great job with this.

13

• Survey Comments
• Dissatisfied
• The main concerns involve the turn-around times
  it requires for resolving data fixes, not the
  staff assistance, they have been great.
• Told me I needed to contact CIS National Customer
  Service Center and gave phone number. I was
  unable to successfully use that phone number
  because of the Byzantine menu options. Are there
  any human beings at CIS who actually answer a
  phone and help people?
• I am overall satisfied with the Help Desk. They
  are professional and generally helpful. My
  frustration comes when the system is down and the
  Help Desk cannot provide an update for my case so
  I have to follow-up at a later date. Also, some
  data fixes are still taking 60-90 days but I
  understand Tier 1 does not have any role in these
  cases.
• Some days are good and others are not so good.
  Ive never had anything resolved over the phone.
  Ive always had to fax things in and wait several
  months before anything is resolved.

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• Survey Comments
• Dissatisfied
• As of late I havent had to wait all day on the
  line to get through to someone. However, I just
  hear the same information about having to fax
  everything in again. Then it takes several months
  before the issue is resolved.
• I feel that the help desk as well as the schools
  should be given greater control over fixing
  situations. If schools are going to be keeping
  the records then they should also be trusted with
  being able to fix things too.
• In the past I have not been as satisfied. Over
  the past month or so recent calls to the Help
  Desk with questions or to request data fixes has
  improved in time needed to answer the phone. The
  only area that needs improvement is time required
  to complete data fixes. We have noticed some
  improvement there but still have data fixes
  pending that were requested a month or more ago.

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• Survey Comments
• Suggestions
• Suggest that an email confirmation be sent upon
  receipt of faxed documentation.
• Called early in the day and did not have to wait.
  It may be better if the message up front was
  shorter most of us know if we are an f-1 or-j1
  school and it would be better if you would just
  list for j-1 questions press 4 etc than the long
  message before that selection gets to us put f-1
  and j1 up front of the message
• What would REALLY be helpful is a students name
  when you send a follow-up email, not just a
  ticket .

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SEVIS Help Desk

• Volume
• July 2002-October 2005
• The SEVIS Help Desk has handled nearly 310,000
  calls to date.
• Average calls received/month 8652
• Busiest months June/July/August

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SEVIS Help Desk

• Training
• Quarterly
• New Release
• Mentoring
• One-on-one
• Coaching

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SEVIS Help Desk

• Our goals
• To resolve every call possible on the first call
• Decreases call volume
• Greater customer satisfaction
• Get the customer to the right place the first
  time if we cant resolve the issue on the first
  call
• Tier 2
• DHS help desk
• District Office
• etc