Enhanced Technology Group Meeting
4/14/05

A G E N D A
4/14/05 - 1:30-2:30pm - Room C327

Purpose of this Meeting: Develop a plan for a one-stop Universal Helpdesk or Call Center for all technology support in order to simplify the process for our college patrons.

Attendees: Michael Taylor, Earl Sallade, Carol Hill, Brian Benedetti

Decisions:

• We will create a new, broader help desk system that will encompass all technology assistance requests, including Media classroom needs.
  • IT's present staff will continue to handle the calls
  • When they get a call they will fill out a simplified online workorder and call the appropriate department that needs to handle the request.
  • Once they do this it, if it is rerouted to another department (ie: Media), it is their responsibility to respond to the call then complete the workorder after action is taken.
  • This workorder database will be on the SMS system and all appropriate staff will have access to their own departments workorders.
• We will change the Help Desk name so people know it is something different and don't associate it with only the IT department.
• We will do an advertising blitz to get everyone informed.
  • Emails
  • Fliers
  • Posters
  • Bookmarks
  • Division Meetings announcements
  • Instructional admin announcements
  • E-team announcements
• We are aiming for a June 1st deadline to get this started.

Action Items:

• Michael will simplify the existing help desk front end workorder system so his folks can simply type in who, what, and where the problem is.
• Brian will provide IT with an Excel list of typical media problems and who to call to assist with those problems. He will include phone and pager numbers.
• Joe Elliot will create a workorder system for Media that works with the SMS database.
• Brian will provide pagers with text messaging ability to his employees.
• Joe Elliot,Michael, and Brian will then meet to go over all of this in more detail.
• Brian will send out a community email explaining what we are up to and asking for name ideas for this help center. ie: Universal Help Center, or Technology Assistance Center, etc.
• Brian will schedule another meeting with the entire group to show them what we have come up with.