Information and Technology Services Customer Services Information and

ITS Customer Services l l l l Desktop Support Special Programs Help Desk D

ITS Customer Services l 15 full time staff and 25 student assistants : 6

Faculty and Staff Support l l l l Setup new and recycled MSU Computers

Student Support l l First Year Experience Orientation • Brochure • Video Spyware removal

Student Support l l l Provide assistance with laptops Install and configure wireless network

Student Support l l l Assist with individual user IDs Check the status of

ITS Customer Services l Desktop Support l Special Programs

Special Programs l COB laptop initiative - Computer distribution - Hardware maintenance - Software

ITS Customer Services l Desktop Support Special Programs l Help Desk l

Help Desk l l Help Desk 3 tiered response system First level staffing: student

Contact the Help Desk Assistance: walk-in or appointment - Monday through Friday - 7:

Was your issue resolved in a timely manner? 2004 2005 81% 86%

Were the Help Desk technicians knowledgeable about the issue? 2004 2005 92% 93%

Was the problem resolved to your satisfaction? 2004 2005 92% 89%

Have you been directed to use our Computer Remote Assistance? 2004 2005 15% 20%

Did you find the Computer Remote Assistance useful? 2004 2005 86% 95%

When the Help Desk is unable to assist you on the phone during busy

When you come to the Help Desk during busy periods, would you prefer to:

Overall, how would you rate our Help Desk service? 2004 2005 88% 92%

ITS Customer Services l Desktop Support Special Programs Help Desk l D 2 L

Statewide D 2 L Help Desk l l l Provides individual assistance 16 hours

ITS Customer Services l Desktop Support Special Programs Help Desk D 2 L Statewide

Electronic Repair l l l Certified Apple technician Certified Dell technicians Hardware maintenance for

Campus Computer Store l l l Sales at academic pricing: Apple and Dell computers

Res. Net Depot l l l l Located in Gage and Carkoski Dedicated service

Contact Customer Services l l l Help Desk 389 -6654 Online work order submission

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Information and Technology Services Customer Services

Information and Technology Services

ITS Customer Services l l l l Desktop Support Special Programs Help Desk D 2 L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store Res. Net Depot

ITS Customer Services l 15 full time staff and 25 student assistants : 6 Computer Support Specialists 1 Training Coordinator 1 Help Desk Coordinator 1 Right. Now Knowledgebase Administrator 2 Electronic Repair Technicians 2 Campus Computer Store Staff 2 Res. Net Computer Support Staff

Requests for Assistance in 2005

Requests for Assistance

Desktop Support Staff

Training Coordinator

Faculty and Staff Support l l l l Setup new and recycled MSU Computers Macintosh OS X Windows XP Professional Maintain MSU equipment Troubleshoot and repair equipment Install and upgrade software Provide training for supported software

Student Support l l First Year Experience Orientation • Brochure • Video Spyware removal tools Virus removal tools Self Help documents

Student Support l l l Provide assistance with laptops Install and configure wireless network cards on laptop computers Assist with: • File save/restore operations • E-mail access/setup • Mav. Disk problems • Mav. Print problems

Student Support l l l Assist with individual user IDs Check the status of MSU accounts Assist with password changes Assist in setting up dial-in accounts Set up disks Printed Instructions Assist with Virtual Private Network (VPN) and proxy setup

ITS Customer Services l Desktop Support l Special Programs

Special Programs l COB laptop initiative - Computer distribution - Hardware maintenance - Software installation and upgrade - Walk-in and appointment - Troubleshoot computer problems - Rebuild computers as necessary - Setup campus printer access

Program Support Staff

ITS Customer Services l Desktop Support Special Programs l Help Desk l

Help Desk l l Help Desk 3 tiered response system First level staffing: student assistants Second level staffing: full time computer technicians Third level staffing: full time computer specialists

Help Desk Student Assistants

Contact the Help Desk Assistance: walk-in or appointment - Monday through Friday - 7: 30 am to 7: 00 pm Phone: 389 -6654 - Daily 7: 30 am to 11: 30 pm Email: helpdesk@mnsu. edu Online submission: helpdesk. mnsu. edu

Help Desk

Help Desk Self Help Area

Help Desk Student Assistants

Help Desk 2004/2005 Survey Results

Was your issue resolved in a timely manner? 2004 2005 81% 86%

Were the Help Desk technicians knowledgeable about the issue? 2004 2005 92% 93%

Was the problem resolved to your satisfaction? 2004 2005 92% 89%

Have you been directed to use our Computer Remote Assistance? 2004 2005 15% 20%

Did you find the Computer Remote Assistance useful? 2004 2005 86% 95%

When the Help Desk is unable to assist you on the phone during busy periods, would you prefer to: 2004 2005

When you come to the Help Desk during busy periods, would you prefer to: 2004 2005

Overall, how would you rate our Help Desk service? 2004 2005 88% 92%

ITS Customer Services l Desktop Support Special Programs Help Desk l D 2 L Statewide Help Desk l l

Statewide D 2 L Help Desk l l l Provides individual assistance 16 hours a day, 7 days a week Phone and online support Right. Now Knowledgebase access and updates Staffed primarily by students

Statewide D 2 L Help Desk

D 2 L Help Desk Student Assistants

Right. Now Knowledgebase Administrator

ITS Customer Services l Desktop Support Special Programs Help Desk D 2 L Statewide Help Desk l Staging Room l l l

Staging Room Student Assistants

ITS Customer Services l Desktop Support Special Programs Help Desk D 2 L Statewide Help Desk Staging Room l Electronic Repair l l

Electronic Repair l l l Certified Apple technician Certified Dell technicians Hardware maintenance for all MSU electronic equipment Hardware maintenance for Dell and Apple computers sold by the Campus Computer Store Support for Airport Simulators

New Location

New ER Facility

ITS Customer Services l Desktop Support Special Programs Help Desk D 2 L Statewide Help Desk Staging Room Electronic Repair l Campus Computer Store l l l

Campus Computer Store l l l Sales at academic pricing: Apple and Dell computers Printers and other peripherals Software and computer bags Cables, ink cartridges, wireless cards Provides Norton Anti. Virus Site License Provides MS Office License for staff and faculty

New Campus Computer Store

Computer Store Staff

Computer Store Student Assistants

ITS Customer Services l l l l Desktop Support Special Programs Help Desk D 2 L Statewide Help Desk Staging Room Electronic Repair Campus Computer Store Res. Net Depot

Res. Net Depot l l l l Located in Gage and Carkoski Dedicated service for hall residents Internet connectivity Software updates and installation Hardware troubleshooting Spyware and virus removal Ethernet card installation

Contact Customer Services l l l Help Desk 389 -6654 Online work order submission • Helpdesk. mnsu. edu Send an e-mail to the Help Desk • Helpdesk@mnsu. edu Multimedia classroom hotline 389 -3221 Campus Computer Store 389 -1907 Resnetdepot@mnsu. edu

Information and Technology Services Customer Services