From aawhite at willamette.edu  Fri Nov 15 14:55:28 2002
From: aawhite at willamette.edu (Andrea White)
Date: Fri Jul 16 16:34:44 2004
Subject: Help Desk assessment
Message-ID: <3DD57B60.A2A55BD2@willamette.edu>

Hi everyone,

We're getting ready to do an assessment of our Help Desk, and we're
hoping maybe some of you folks can give us some ideas.  Specifically,
we're looking for information about your Help Desk, and about any Help
Desk assessments you may have done in the recent past.  

This is a two-part inquiry:

1.) If you have recently surveyed your staff or your user community
about your Help Desk, what kinds of information were you looking for? 
What questions did you ask?  What kinds of assessment tools/materials
did you use?  If you have a sample of the survey or materials you used,
would you mind sharing it with us?  

2.) We'd like to find out how our Help Desk compares with others out
there.  If you'd like to share information with us about your Help Desk,
please do so by answering the following questions:

     a.)  What are your Help Desk's days and hours of operation?

     b.)  Where is your Help Desk located?  In or near a computer lab,
library, student center?  Someplace else?

     c.)  How many users does your Help Desk support?  Who are they? 
Students, staff, Faculty, etc?

     d.)  What is your Help Desk's main function?  Call center only? 
Troubleshooting?  Service Center?  Something else?  

     e.)  What does your Help Desk support?  What types of software? 
What about hardware, printers, or other peripherals?  

University owned equipment, Personally owned equipment?  LAN, Dial-up,
wireless?

     f.)  When your Help Desk can't solve a problem, what is the next
step?  How do calls get escalated?

     g.)  How is your Help Desk staffed?  With students, full-time
staff, some combination?  How many?

     h.)  How do you train your Help Desk staff?

     i.)  How often do you assess your Help Desk?  How do you measure
success?


If you have other information to share that you think might be valuable,
we certainly welcome it.  Thanks everyone for your help!  

-Andrea

-- 
-------------------------------------------------------------------
Andrea A. White                  aawhite@willamette.edu 
User Services Consultant         503.370.6004 
Willamette University            900 State St, Salem OR 97301
Integrated Technology Services   http://www.willamette.edu/~aawhite/

From aawhite at willamette.edu  Fri Nov 15 14:55:28 2002
From: aawhite at willamette.edu (Andrea White)
Date: Thu Oct  5 10:00:23 2006
Subject: Help Desk assessment
Message-ID: <3DD57B60.A2A55BD2@willamette.edu>

Hi everyone,

We're getting ready to do an assessment of our Help Desk, and we're
hoping maybe some of you folks can give us some ideas.  Specifically,
we're looking for information about your Help Desk, and about any Help
Desk assessments you may have done in the recent past.  

This is a two-part inquiry:

1.) If you have recently surveyed your staff or your user community
about your Help Desk, what kinds of information were you looking for? 
What questions did you ask?  What kinds of assessment tools/materials
did you use?  If you have a sample of the survey or materials you used,
would you mind sharing it with us?  

2.) We'd like to find out how our Help Desk compares with others out
there.  If you'd like to share information with us about your Help Desk,
please do so by answering the following questions:

     a.)  What are your Help Desk's days and hours of operation?

     b.)  Where is your Help Desk located?  In or near a computer lab,
library, student center?  Someplace else?

     c.)  How many users does your Help Desk support?  Who are they? 
Students, staff, Faculty, etc?

     d.)  What is your Help Desk's main function?  Call center only? 
Troubleshooting?  Service Center?  Something else?  

     e.)  What does your Help Desk support?  What types of software? 
What about hardware, printers, or other peripherals?  

University owned equipment, Personally owned equipment?  LAN, Dial-up,
wireless?

     f.)  When your Help Desk can't solve a problem, what is the next
step?  How do calls get escalated?

     g.)  How is your Help Desk staffed?  With students, full-time
staff, some combination?  How many?

     h.)  How do you train your Help Desk staff?

     i.)  How often do you assess your Help Desk?  How do you measure
success?


If you have other information to share that you think might be valuable,
we certainly welcome it.  Thanks everyone for your help!  

-Andrea

-- 
-------------------------------------------------------------------
Andrea A. White                  aawhite@willamette.edu 
User Services Consultant         503.370.6004 
Willamette University            900 State St, Salem OR 97301
Integrated Technology Services   http://www.willamette.edu/~aawhite/