NETC08 session 1022
From Extension Collaborative Wiki
Session Name: Reshaping IT Technical Support
Session Number: 1022
Location: Pinehurst
Day and Time: Thursday, 10:45 - 11:30 am
Format: Presentation
Topic: Technical Support
Level: Advanced
Session Abstract:
- In 1998 the technical support we were able to provide to our county offices began to suffer. The exponential growth in the number of computers in the field, the growth in web-based applications, and the loss of support positions made it essential that we come up with a new way of providing support to our end-users.
- As of 2005 we had two District Trainers for the entire state who were constantly on the road to help counties with their computer problems. Sometimes counties would have to wait weeks for a support person to help them. We had no central place for end-users to call about problems, so sometimes they fell by the wayside.
- This led to a proposal by Nina Boston, our IT Director, that we create a call center which would be the central hub for all our tech support activities. We formed an internal committee to come with recommendations on how to accomplish this.
- In the fall of 2005 a proposal was made to Administration that we create the Call Center in what had been our computer training lab. We would make better use of the Network Streaming (now Bomgar) appliance, which we had already been using, and we would acquire helpdesk software which would allow us to track calls, observe trends that might call for end-user training, and keep a database of common problems and solutions.
- The proposal was accepted and promoted to the faculty and staff at Faculty and District Conferences. Our dry run began in May, 2006 when the District Trainers were required to report to the State Office everyday and travel to the counties would only be allowed in extreme cases where an onsite trip was the only alternative.
- The Call Center officially launched in October, 2006 and has been a great success, even being nominated for an Extension Excellence Award.
- The purpose of this presentation is to share our experience in making this very drastic change to the way we provide support.
- Our center has been a success, but not without many bumps along the way. Hopefully by sharing our experiences other IT Departments who find themselves in similar circumstances might be learn from them and have a smoother transition.
Led By: Ed Erwin, Technical Support Manager, Univ. of Arkansas, Cooperative Extension Service
Nina Boston, Director of Information Technology, Univ. of Arkansas, Coop. Ext. Service
