SMU Donates Imacs to Riverway Learning Community

Saint Mary's University iT representative Donnie Cisewski delivered several Imacs and Mac Mini's to the Riverway Learning Community.

HelpDesk Results for September 2012

HelpDesk Tickets and Results

Tickets documented: 685

Closed on First Contact: 347

CoFC %: 51%

CoFC Goal: 58%

Winona Campus Results: 587, 259, 44%

Staff Achieving 58% CoFC goal: Brian Behling 65%, John Youngkrantz 70%, Tom Plante 63%, Thalia Acevedo 67%, Jocelyn Thompson 69%, Bridget Ryan 67%, Paul Thompson 63%, Briana Ashmore 71%, David Corpstein 67%, Heidi Johnson 60%, Ryan Ballanger 67%, Ben Ludescher and Tyler Kline 100%

These are listed in order by quantity of tickets documented from highest to lowest.

Minneapolis Campus Results: 98, 88, 90%

Staff achieving 58% CoFC goal: Mike Montgomery 80%, Doug Waller 100%, Lincoln Scully 88%

Top 5 Specific Types of tickets:

• Sync Passwords 153, These are typically passwords iT or HelpDesk staff need to intervene to successfully reset for the customers.
• Equipment Pickup (Winona Campus) 49 Consumer devices checked out at the HelpDesk. Most of these happened the last two weeks of September.
• Computer PC 30 Issues or problems with Windows based computers, typically hardware related.
• Get Connected 23 Getting devices connected to the SMU ResNet or wireless networks.
• Student Computer Dropoff 20 Student owned computers that had issues connecting that needed more time to resolve than usual.

Top 5 Ticket types account for 40% total documented tickets.

HelpDesk Ticket Resolution Survey

HelpDesk customers have a survey included in each email received when a HelpDesk ticket is closed by iT or HelpDesk staff. This short survey is available to all customers to choose the various detailed options and provide comments of the service provided to him/her for that particular issue. The survey is specifically and purposely designed to be 100% anonymous when reviewed by iT management. This is an important part in soliciting honest feedback from our customers.

With this said, I would invite you to include some identifying information in the comments section if you would like to receive follow up on the ticket at hand. It can be as simple as including the Ticket number in the comments. Upon reviewing the surveys, there are cases where I want to follow up with the customer about a concern, lack of information provided, or an outright miss on getting the resolution completed to the customer's satisifaction. While having the feedback being anonymous is positive, it can cause an issue with resolving a specific issue brought up, as myself or higher iT management cannot address the specific concern, procedure, or process flaw that prompted the challenging feedback.

We really appreciate all the positive feedback we get and would like to pass it along to the appropriate iT or HelpDesk staff when possible. Again include this in the comments section or include the closing tech username.

A few comments received for September 2012

• Excellent service for a new faculty member! Tech: Don Grubb
• "I talked with Sylvia and as always, she was fantastic!!  All is OK." Sylvia Pflughoeft
• I had a number ofissues getting set up on St. Mary's email etc. The help desk was extremely useful. Thanks  No one listed as the tech.
• He has been very helpful. Thanks. Jaime Carreno HelpDesk TA
• Mike Montgomery is incredibly helpful and patient.  Thank you for your service!
• Donny came up quickly and addressed my problem by taking the faulty computer downstairs for a fix. He also helped me transfer files to new computer.  Donny Cisewski
• The technician was awesome!!!!  He responded quickly, knew how to fix the problem and stayed to verify it was, in fact, fixed.  I love the SMU help desk!  Good job. no tech listed
• A couple comments were not glowing but not negative either.The issues were resolved just not as effectively as maybe they could have been.

In September, there were 39 responses to the survey. Of these, 30 were closed on first contact.

38 were perceived to be closed in a timely manner. The one that was not was a complex issue that was not easily fixed and took longer than expected to resolve. It affected a fairly busy area used by students, so down time is an issue.

39 out of 39 thought they were treated with respect and had the issue documented accurately which is a key component of HelpDesk and iT service effectiveness.


Getting the Undergrads Connected

The HelpDesk Technical Assistants and iT staff assisted over 170 students to "Get Connected" with the various wireless devices brought to campus between August 24 and Sept.2.

While this is approxiamately 15% of our undergraduate campus enrollment, it also indicates that processes and procedures but in place by iT and HelpDesk staff allowed the majority of students to "Get Connected" on their own with limited or no assistance from iT and HelpDesk staff. This really helped iT staff focus on the above 170 which in many cases had issues that needed intervention as the device owner could not resolve the issue themselves. This led to many learning opportunities and system and process improvements as well.

Many of the issues, once recognized, were Closed on First Contact in subsequent contacts during the next several days. Many of the issues involved third party software problems, corrupt or missing file issues, and general issues with the operating system itself. As these were worked through iT appreciated the patience the students afforded us in getting the issues resolved. We may not be able to fix or resolve all issues by we try our best to at least get an answer for the customer to contact the tech support for their system.

As of October 3, there are about 1600 indiviual users and over 3100 devices that have authenticated or registered on the SMU Wireless or ResNet. There are also over 600 other devices that have not yet authenticated or registered to the network.

Thank you to everyone for being patient during the first, very hectic, weeks of the academic year.

Brian Behling

HelpDesk Manager