savings as it relates to server maintenance. Forefront 2010 upgrade completed. Cisco 5508 LAN controller setup completed. Office Communicator installed on all users who requested it. Primary Person & Others Involved: The Dean of ITIR Goal: 2 Ensure student successes by providing technology and staff support. Objective: 2.3 Improve Helpdesk support Assigned Groups: ITIR Action Plan: 2.3.1 Secure additional assistance and realign Assessment Process: Assisting users successfully Helpdesk functions to improve services Estimated Cost: One Time Time of It staff Funding Source: None Ongoing Time Line: November, 2010 February, 2011 May, 2011 Increased Helpdesk support for To provide better service, the Purchased Presidium enhanced evening Hours for 22 days beginning support for faculty. Helpdesk software licenses were Spring 2011 until 8 pm Monday – increased. Thursday. Collaborated with the creation of Personnel Action Form (HR). Logging all Helpdesk calls and types of Continue to work with Presidium calls for FAQs to assist with training to decrease the call pickup Changed the workflow of the Helpdesk time. and work order system to allow for the
savings as it relates to server maintenance. Forefront 2010 upgrade completed. Cisco 5508 LAN controller setup completed. Office Communicator installed on all users who requested it. Goal: 2 Ensure student successes by providing technology support. Primary Person & Others Involved: The Dean of ITIR and staff Objective: 2.3 Improve Helpdesk support Assigned Groups: ITIR Action Plan: 2.3.1 Secure additional assistance and realign Helpdesk functions to improve services Assessment Process: Assisting users successfully Estimated Cost: One Time Time of It staff Funding Source: None Ongoing Time Line: November, 2010 Increased Helpdesk support for evening Hours for 22 days beginning Spring 2011 until 8 pm Monday – Thursday. Logging all Helpdesk calls and types of calls for FAQs to assist with training Changed the workflow of the Helpdesk and work order system to allow for the February, 2011 To provide better service, the Helpdesk software licenses were increased. Continue to work with Presidium to decrease the call pickup time. May, 2011 Purchased Presidium enhanced support for faculty. Collaborated with the creation of Personnel Action Form (HR).