Seeing the Forest and the Acorns in the Decision Tree

Sandy BurkeComputing Center HelpDesk Manager Copyright Sandy Burke, 2003. This work is the

intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

One Full-Time Manager 7 Part-Time Employees (185 hours/week)

– Monday–Thursday: 8am-midnight– Friday: 8am-8pm– Saturday: 9am-5pm– Sunday: 1pm-midnight

Support 30,000 Students, 5000 Faculty and Staff, Retirees, Others

Computing Center HelpDesk

Computing Center HelpDesk

Reports to Associate Director of Academic Computing

Previously reported to Administrative Computing, Network and Microcomputer Support, and others

Main Number for Computing Center Support

Expectations

We are to know everything We are to have very thick skins New projects announced by other areas

are to be supported by HelpDesk We cause things to go down just to

upset the users

Reality We use student workers They attend classes as their first priority We are not informed of new applications We are told of equipment problems

when the first user calls complaining Communication between units could

stand some improvement

REALITY The only constant thing about the

computing environment is that it will change – normally without advance notice

Our Attempt to Serve

We are expected to know the overall picture

THE FOREST We are expected to know details The ACORNS

Solution – Online Decision Tree

Online Decision Tree

Paper Copy did not work All workers can update information Setup Help Information is online All tools needed are accessible Empowers workers

First Known Problem

Included contact information for key staff – home and cell phone numbers

Could find information using UNT Search site function

Solution

Moved information from HelpDesk site Requires login Even if pulled up on UNT Site search,

have to login to access

Two HelpDesk Sites

External site: http://www.unt.edu/helpdesk

Internal site: http://www.unt.edu/work

Window for the World

Window for HelpDesk Employees

Decision Tree Information What to do if:

– The Mainframe goes down

Decision Tree Information What to do if:

– Cannot access Web Registration

Decision Tree Information What to do if:

– Cannot Connect to UNT dialups

Decision Tree & Employees

Get the buy-in from your employees– They know where they need help– They remember being new employees– They can see a different viewpoint– They love for you to ask for their help

Decision Tree & Support Areas

Ask the Support Areas to put it in writing– What questions do they want us to ask– What information do they need– Where do they want us to check before

contacting them Very Little Resistance

Decision Tree Guidelines

Do not duplicate information Provide links to critical information Follow good Web Page Guidelines

– Do you want the hyperlink to open in a new window?

– Do you need navigation icons?– Accessibility Guidelines followed?

Decision Tree Documentation Include HelpDesk Internal Guides

– Daily Checklist– ID and password for public machines– How to “read” the Account Status Page– Job Expectations and Information

Not needed everyday – but there as reminders

Conclusions – Win/Win

Student Workers Can Find Information Easily

Buy-in from Support Areas because they get to spell out their expectations

Better communication between areas Empowered employees

Conclusions – More Win/Win

Better Inclusion when new services are introduced

More confidence in HelpDesk staff More credibility for HelpDesk staff We are seeing the FOREST and the

ACORNS

Thanks For Being Here

Sandy Burke – burke@unt.edu Web Site: http://www.unt.edu/helpdesk Email: helpdesk@unt.edu or

webct@unt.edu