ITS Help Desk - MyUWF - University of West Florida
Transcription
ITS Help Desk - MyUWF - University of West Florida
ITS Help Desk Dr. Jenae Burkart, Faculty Technology Support Specialist Jeff Austin, Lead Help Desk Analyst Services that are Supported by the Help Desk • • • • • • • • • • Gmail eDesktop MyUWF Classroom Technology Computer Labs Fac/Staff Network ResNet ArgoAir Banner eLearning • • • • • • • • • Telephone Service H:, I:, & O: Drives Computer Security Blackboard Collaborate Clickers WEPA Scopia Video Conferencing And More… Services that are Not Supported by the Help Desk • For liability reasons, the Help Desk does not resolve hardware issues on personal machines or devices for students or employees. • In order to uphold academic integrity, the Help Desk staff are not allowed to: – Reset quizzes for students in eLearning – Make changes to eLearning courses for instructors. Methods of Support • Phone (x2075) • Email ([email protected]) • Online Request – MyUWF > IT Request Forms > Help Request Forms • Walk-in Counter – Building 79 – Monday – Friday 8:30am to 4:30pm • Self Help (uwf.edu/helpdesk) – ITS is in the process of redesigning our website and self-help content. Hours of Support • Monday – Friday 8am to 5pm (fully staffed) • Monday – Thursday 5pm to 10pm – 1 staff on duty remotely from home – Callers can leave a voicemail message for a return call • Classroom Technology Support – Monday – Thursday 7:30am to 6:30pm – Friday 7:30am to 5pm – Before 8a.m. and after 5p.m. call the Help Desk, press 4, and a technician will assist you. • Respond to critical system outages – 24/7 – Complete outages (eLearning, MyUWF, etc.) – On-call analyst is paged to respond when HD is closed Current Request Statistics (From January 2010-present) • The Help Desk receives approximately 28,500 requests per year. • Extended Hours – 6% of total requests are received during extended hours (5pm – 10pm). • On Weekends and After Hours – 5.5% of total requests are received while the Help Desk is closed. • 2.5% are received between 10pm – 8a.m. • 3% are received on weekends. • Help Desk is evaluating the hours of operation and discussing ideas for a pilot project to extend hours. eLearning Supported Services for Instructors • Instructor support is provided in conjunction with the Academic Technology Center (ATC) and includes: – Setting tech codes – Linking/unlinking courses – Copying course content – Providing early access to classes – Resolving technical issues – Escalating higher level issues to vendor – For eLearning training and help setting up courses, instructors should contact the ATC at 474-2056. eLearning Supported Services for Students • Student support is provided for many eLearning issues. The most common issues are: – Connecting to UWF resources (wired and wireless) – Resolving browser issues – Accessing course content – Submitting dropbox assignments – Taking exams with Respondus Lockdown Browser – Logging reports of technical issues Current Statistics - eLearning (From January 2010-present) • 15% of total Help Desk incidents concern eLearning. • Quizzes • Dropbox • Respondus • 20% of all eLearning requests occur at the beginning of the semester because the student cannot see the eLearning course: • Student attempts to access eLearning courses before the start date of course. » ITS will add disclaimer to eLearning section in MyUWF. » Instructors can set courses for early access. • Course is missing because tech codes have not been set by the instructor. » ITS will send reminder notifications to instructors. Suggested Practices for eLearning • Provide a mock assessment, discussion, and drop box exercise for students at the beginning of each semester. • Encourage students to take assessments and submit assignments when the Help Desk is open. • Make assessments due before 9pm Monday – Thursday when Help Desk support is available. • Provide Help Desk hours of operation and directions for after 5p.m. issues in the course syllabus and eLearning News section. • Set tech codes for eLearning courses prior to the first week of class. Suggested Practices for eLearning • Share eLearning and Respondus tips with students: elearninghelp.uwf.edu • Schedule training sessions with ATC to – – – – • Set up courses early. Learn best practices for teaching online. Stay informed of new options in eLearning. Visit askatc.uwf.edu for FAQs Access the Desire2Learn community account at community.desire2learn.com to: – Participate in online forums with other schools – Submit feature requests – Voice your opinion Other Tips/Recommendations • Set up mock or practice technology sessions before the semester begins when using: – – – – – Blackboard Collaborate Distance Learning Classrooms Tandberg / Scopia Respondus Lockdown Browser / ProctorU D2L Help Desk Contact Info • Phone: (850) 474-2075 • Email: [email protected] • Help Request Form: – MyUWF > IT Request Forms > Help Request Forms • Self Help: uwf.edu/helpdesk Help Desk Phone Messages Message during Extended Hours/Help Desk and Classroom Technology Support Monitored by Classroom Technology staff Monday – Thursday, 5pm to 6:30pm: “Thank you for calling the University of West Florida ITS Help Desk. If you are an instructor calling from a classroom and need assistance with the technology, please press 4 now, and you will be transferred to a representative who can assist you. For all other issues, please remain on the line.” Message during Extended Hours/Help Desk Support Provided - Monitored by on-call staff Monday – Thursday, 5pm to 10pm: “You have reached the University of West Florida ITS Help Desk outside of our regular hours. Please leave a brief description of the problem you are experiencing and be sure to include your name, username, and a number where you can be reached. A member of the Help Desk will return your call as soon as possible. Thank you.” • After caller leaves message, on-call cell phone is notified. Calls are returned within the hour (usually within a few minutes, depending upon call volume). Help Desk Phone Messages Message During Closed Hours (Monday – Thursday, 10pm to 8am and Friday 5pm to Monday 8am): Monitored for critical system outages 24/7 by on-call staff. “Thank you for calling the University of West Florida ITS Help Desk. We are currently closed. If you are calling to report a system outage, please press 2. For all non-emergency issues, please remain on the line.” “You have reached the ITS Help Desk after hours mailbox. Please leave a brief description of the problem you are experiencing and be sure to include your name, username, and a number where you can be reached. A member of the Help Desk will respond to your message during the next regular business day. Thank you.” Discussion, Suggestions, Questions?