Help Desk Process UMBC

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Help Desk Process _at_ UMBC

• Anna Maria Sniadach sny.dak
• 410 455 3838

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Office of Information Technology - Overview
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Processes
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Tracking Requests
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Call Tracking System - Ticket
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Call Tracking System - Group
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Call Tracking System - Paging
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Alternate Paging System
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Call Tracking - Priorities
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Call Tracking System - Trends
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New System Development Phase
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CSR View
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Ticket Entry
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Monitoring - Services
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Monitoring - Services
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Confirm Volumes
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Monitoring Network Gear
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Monitoring Network Gear
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Accounts
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Accounts - Quota
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Monitoring Print Queues
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Measuring Performance
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Sample Reports Week of Nov 12
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Sample Reports - Monthly
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Sample Reports - Annually
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Scheduling
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Immediate Response
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Blog, Blog, Blog
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Challenges within Help Desk

• Scheduling (seasonal versus year-round)
• Executing SOPs
• Knowledge transfer
• Staffing
• Specialize vs. Generalize
• Customer Service vs. Technical
• High turnovers

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Challenges within OIT

• Creating Internal Service Level Agreement
• Coordinating centralized and decentralized
  support
• Change management (Licensing Updates, Patch
  Security)
• Collaboration among teams