For over three years Educational Technology Services (ETS) has been progressively enhancing its service delivery through a piloted Help Desk experience to answer questions about our online services. Simultaneously, the university implemented a robust campus-wide service desk managed by Campus Shared Services (CSS-IT) that provides a similar support model at a larger scale. Beginning late 2016, ETS will partner with the CSS-IT Help Desk to provide an enhanced support experience that covers a wide breadth of campus IT needs.
Project Timeline
Major Milestones:
- Kick-off: August/Sept 2016
- Service Design: Sept 2016
- Training: Sept - Dec 2016
- Pilot: Dec 2016 - Jan 2017
- Launch: Jan 2017
Project Team
Executive Sponsors: |
Jenn Stringer (Director, ETS) Jerry Yerardi (Director, CSS-IT) |
Project Management Team: |
Paula Miranda (Project Manager and Support Lead, ETS) Sally Baker (Service Desk Manager, CSS-IT) Meggan Levitt (Deputy Director, ETS) |
Project Team: |
Michelle Bautista (Acting Deputy Director, CSS-IT) Kevin Chan (Systems Administration, ETS) Kailey Chen (Help Desk Analyst, ETS) Jon Crumpler (Technology Spaces Manager, ETS) April Irwin (Communications, ETS) Miles Lincoln (Service Lead for Online Course Evaluations, ETS) Daphne Ogle (Service Experience Lead, ETS) Judy Stern (Service Lead for Clickers, ETS) Steven Williams (Service Lead for Academic Integrity, ETS) Noah Wittman (Service Manager, ETS) |
Project Stakeholders: | All campus faculty, staff, and students |
Project Goals and Objectives
The objective of the ETS/CSS Service Desk Collaboration is to move first tier phone and email support for ETS-managed online applications (Academic Integrity, bCourses, Clickers, Online Evaluation of Courses, and SuiteC) to the campus-wide service desk (CSS-IT). Drop-in consultation for faculty will continue to be available in the Academic Innovation Studio (Dwinelle 117) during normal business hours.
The goals of ETS/CSS Service Desk Collaboration are to:
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Provide a sustainable, enterprise-level service desk for ETS-managed online applications at no additional cost to ETS
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Provide an improved customer experience for technology services at Berkeley (e.g. increased support staff availability, rapid problem identification, single point of contact for technology problems)
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Enhance service metrics to aid in continuous service improvement
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Gain efficiencies in ETS levels of student staffing
- Promulgate OneIT concepts of shared tools, skills and expertise