SIGUCCS 2017

Technology service delivery, which includes helpdesk, desk side, classroom, and audio visual support has traditionally been organized along technology skill sets. This promotes a support model requiring multiple individuals to resolve a single issue. As we attempted to improve our first call resolution rate, we deemed our organization by skill approach to be inefficient, especially in conference rooms, labs, and classrooms with a complex blend of computer and audio-visual equipment.

In the summer of 2016, we began to review how we can better organize and train our staff, with the goal of resolving every issue at the first visit. This visions became known as the Unified Support Model. A multi-step plan was developed including changes to the management structure combining desktop support and classroom support teams under the same management, cross training and job shadowing of desktop and AV technicians, and rotating all service management staff through the helpdesk. In addition, a rotation was set up providing access to tier II and III system and application support staff to assist with complex issues while the client services agent was on site. In order to provide better data to track improvements, our service management software was upgraded and new schemas developed with attention given to ensuring accurate measurement of First Call and First Touch Resolution. This session will detail how all of these efforts led to an improved experience for our students, faculty, and staff.

The session will begin with questions about the topic of service delivery that will get participants thinking about how their current organizational structure may be preventing them from reaching some of their service goals.

The session will end by asking participants to suggest a single change that might help them achieve unified support.