The Help Desk is Dead; Long Live the Service Desk

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The Help Desk is Dead; Long Live the Service Desk. A presentation and discussion of the ongoing Service Management approach to assisting students, faculty and staff at the Community College of Rhode Island. Dawn Lewis, Director of User Services Steve Vieira, Chief Information Officer. CCRI. - PowerPoint PPT Presentation

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The Help Desk is Dead; Long Live the Service DeskA presentation and discussion of the ongoing Service Management approach to assisting students, faculty and staff at the Community College of Rhode IslandDawn Lewis, Director of User ServicesSteve Vieira, Chief Information OfficerCCRI

Academic Computer Labs

The Problem; Five Years AgoA single Help Desk; one campus; only two staff membersOpen limited hoursPassword reset policies antiquated and difficultVolume of calls greater than capacity to handle themTicketing system with inadequate licensing; limited reporting; poor usability

Help Desk burden of calls

Expanding the ACDAcademic Computer Labs open to 10 pm and some weekend hoursSetup the Automatic Call Distribution system to ring phones in the labsTrained student employees on how to direct questions and enter ticketsImmediately had a positive effect on the number of dropped callsParticularly important during the annual peak periodsPassword Reset Policy adjustmentThe policy; good intentions; bad customer serviceMoved capability to each ACLProviding service where the people wereUpgraded security of the systemTicketing system issuesNot enough licenses for all staffNo means of monitoring status for individualsToo difficult to close out ticketsLacking in substantial reportingNew devices meant additional client licensesAccountability in question

ITILFramework training for all staffCommon vocabularyServices we provideService level agreementsEfficiency, effectivenessCan we measure our effectiveness?Our ConstituentsTraditional and non-traditional studentsVaried levels of technology experienceBYOD explosionJust in time and service on demandFAQ and Reading documentationMultiple devices so various formatsMinimal learning curve technologyAdopted for all constituentsService Desk a model for service deliveryHelp Desk end-user focusedService Desk end-user and internally focusedInward focus on the day-to-day business processesHelp Desk goal fix user problemsSD goal reduce costs and raise efficiencyTactical versus StrategicHelp desks solve problems as they ariseService desks overarching goal of improving ITMonitoring and assessing current processes/trendsOpportunities for IT processing efficiencyFixing versus Root CauseHelp DeskPrinter issuesDeadlinesFinding solutionsService DeskWhy are things happening?How can they be globally impacted?Does the issue have a deeper reason for happening?

The Long GameKeeping users happy nowWhile determining fundamental long-term changesITILTerminologyIT service management (ITSM)Service catalogSelf-service portalFormula for Calculating Value

Knowledge BaseSmart contentConstantly updating proactivelyBased upon needs and issuesReusable framework for channel valueGoogle phenomenonLower costs, satisfied users, time savingsPassive to Empowered Users

Imbedding the technologyRequest leads to self-service optionOpportunity to view documentation, FAQs, videosInformation specific to request without searchingProvide multiple formats for varied populationUsers open their own ticketsUsers monitor the progress of their open ticketsGuaranteeing Great Self-ServiceKnow your end usersReview, Test and AnalyzeGet FeedbackUse Social MediaThe portal needs constant feeding and caringKPIsCost per service desk contactEnd-user satisfactionRate of first contact resolutionRate of first level resolutionOverall service desk performance (Do we and our end users believe were doing a good job?)Service desk agent satisfactionService desk agent utilizationBenchmarking85% of responding organizations measured average speed to answer (in seconds), and the average range was 10 to 20 seconds.83% of organizations measured call abandonment rate, with an average abandonment rate of under 5%.Only 25% of organizations measured average cost per call. For these, the cost averaged around $6 to $8.Only 16% measured cost per email, and this figure averaged around $4.50 to $8.87% of responding organizations measured first contact resolution rate, with the average running 61 to 70%98% of organizations logged incidents on a monthly basis, and these ranged from 1000 to 2000 incidents per month, on average.87% of organizations measured percentage of incidents fixed at first level, and the average was 71-80%76% of responding organizations said they measured the percentage of incidents escalated beyond first level, with an average of under 10%

Video snippetsShort and to the pointCommercial and home grownYouTube; Smartphone; Web Sites; PortalMore training materials online for repetitionStudent orientationSelf-serve without a phone callGathering feedbackConclusions and QuestionsDawn Lewis dalewis@ccri.eduSteve Vieira - savieira@ccri.edu