Helpdesk (HD) Initiatives meeting Spring 2013-Part 2 (June 3rd, 2013, 2:30-4)

Mathematics and Computer Building (MC) 2018A

1. Welcome
2. Thanks to Peggy for doing minutes this meeting.
3. Review minutes from last meeting.
4. Agenda items to add?
5. IST Service Desk web page
   • Purpose:
     • For IT staff on campus to know which helpdesks provide which services, and who can help with what
     • For IT staff on campus to share tools
     • For IT staff on campus to collaborate and share documentation
   • Services
     • Common services (see web page)
     • Specific services of the Computing Help & Information Place (CHIP) and the after hours helpdesk
     • Specific services of faculty and area helpdesks (optional)
     • Printing services
       • Differences amount HDs
       • Students - who provides printing services and support for each area for students
       • Staff - who provides printing services and support for each area for staff
   1. Champions/contact list for software (internal to helpdesks)
   2. Tools
   3. Common documentation
      • Links to various common documents needed by IST Service Desk on campus
   4. Tips
      • How to refer to a different area
      • Customer service tips (including following up)
6. Advertising for helpdesks
   • Poster runs (Federation of students (FEDS))
     • After Hours helpdesk
     • Locations and hours of faculty and area helpdesks
   1. Campus screens
      • Late Aug-early Oct
        • after hours helpdesk
        • locations and hours of faculty and area helpdesks
   2. Student Success Office (SSO) - Cheryl to contact re: advertising our helpdesks
7. IT HD co-op student training sub group
   • Who is responsible for training your co-op students
   • Tech training
   • Tech documentation
   • Customer Service training
8. HD Initiatives mission statement feedback
   • The mission of the Helpdesk Initiatives group is to work together to enable all IT Helpdesks on campus to improve service to users. This could include: documentation, communication, marketing, tools and solutions, training, and service processes.
9. Request Tracker (RT) system - permissions, features needed (in short term), forms, training
10. Interest in being involved in the IT best practices project?
11. Other current initiatives for discussion
    • surveys
    • feedback cards
    • business cards for HDs
12. Review action items from this meeting and dates associated with them:

Action items & Responsibilities:

1. Performer	Action
   Cheryl	Student Success Office (SSO) - Cheryl to contact re: advertising our helpdesks
   Lisa	Form co-op student training subgroup and book 2 meetings

2. Next meeting: to be determined