Name: CIT Help Desk walk-in support

Brief description: Walk-in support for clients needing assistance or information is  provided.  Student and professional staff attempt to resolve questions immediately, and, if that is not possible, to refer the queries most appropriately and track them until resolution is obtained for the customer.

Applicable charges: None

Eligible customers: Faculty, students, and staff

Hours of service or availability: Walk-in support is available from 12:30 to 4:30 PM Monday through Friday, except for University holidays.

During the academic year while classes are in session, walk-in consulting also is available from 12:30 to 4:30 PM on Saturday and Sunday.

Location: Service is provided at 87 Prospect Avenue (Computing Center building), Room 105.

Requests for service go to: the Front Desk staff at 87 Prospect Avenue; problems should be reported there as well.

Compliments or complaints may be addressed to: Manager, CIT Help Desk.

Required of customers: Customers are asked to provide information regarding name, telephone number and/or e-mail address, affiliation with the University (if not available from the Apriori knowledge base), and information regarding the system or service about which the visit is being made.  Other information also may be requested if needed to resolve the query.  If the question or problem involves behavior of a customer's laptop or desktop computer which cannot be replicated on Help Desk systems, the customer may be asked to bring his or her system for effective consulting assistance.

Performance standards: Customers should be able to work with a trained student consultant or a professional staff member when walking into the Help Desk.

Customers should not be queued more than three deep waiting for assistance and should not have to wait more than 30 minutes to work with a consultant.  Longer queues and longer delays can be expected in September and October.

CIT will:

Endeavor to answer the customer's question or need promptly, courteously, and efficiently.  Understand, or help the customer define for clear understanding, the question or problem reported.  Provide prompt response, by either giving information, making recommendations, or investigating the matter further.  Let the customer know the response and/or ultimate disposition of the matter.

Measures of success:

Clients perceive themselves as being treated courteously, and receiving good information.

Publish number of clients/weekly or monthly; number or names of departments; types of problem and time to resolve.

Goals for service improvement:

Detail of CIT responsibilities:

Hire, train, and schedule student consultants to provide walk-in assistance.

Schedule appropriate professional consultant hours to provide walk-in assistance and backup to student consultants.

Open an Apriori tracking system incident report for each case, and track and/or complete the report as appropriate.

Augment the Apriori knowledge base with appropriate new documents, as customer queries indicate the need.

FTEs: FTE:  2.0
Student FTE: 1.2 throughout the full academic year; 0.75 during the summer weeks

CIT staff members responsible:

About 50 student consultants
Six professional Help Desk staff
Two front desk staff
one-half FTE administrative support staff
Help Desk Manager