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-->Accomplishments  (in progress...)
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• Improved complete input of data as well as understanding of data collections and reporting tools such as RT, Warehouse, eOn call tracking metrics. Began generating reports on breakdowns of Service Center and Call Center tickets across platforms, products/services, and sharing within the team. Began regular sharing of ata extracted from eOn using those to improve our on-duty scheduling, and our call handling practices. Began collecting, collating and sharing daily trend reports with rest of IS&T.
• Encouraged active use of Hermes across the Help Desk, IS&T and Institute colleagues. Ran training sessions for DITR, IT Partners, Sloan STS, VPF staff. Moved ___ amount of content from private Help Desk only space to public space for self-service.
• Reviewed, clarified, and improved our processes for monitoring and responding to the more challenging network issues that cross between Help Desk, Telephony Support and OIS. Cross-group discussions to review and revice documented escalation procedures and make updates in Hermes; formation of Help Desk subteam to focus expertise on network issues; creation of a network special tag in RT to enable appropriate ticket monitoring; creation of saved RT queries to monitor network tickets that remain in Help Desk queues as well as those that we escalate out.
• Draft proposals for Telephone Help / Drafted high-level plans for Telephony and Computing Help collaboration, and for Service Center redefinition and consolidation.  Began holding regular combine Telephony/Help Desk staff meetings, and began getting a couple of Help Desk staff monitoring Telephony VoIP help requests.   Initiated process to move printer repair work from Service Center to outside service provider.  Established clear work processes and process leaders for both Hardware and Software repair functions.
• Began to think about ways to estimate Begin to tackle challenge of identifying basic unit costs for services provided by the Help Desk.  Shared estimates as well as context for estimates with email/calendaring and MITBI support planning efforts.
• Accounts: Completed annual account deactivations in 2nd week of January.
• Athena/Academic: Athena 10 update? FS/ILG off-campus network installations and upgrades?

Challenges:

• Managing anxieties as we are on the verge of some much needed internal restructuring post layoffs and as we rethink our priorities.
• Determining pace and appropriateness of exploring right sourcing of Help Desk services.
• Continueing to be hampered by a lack of robust and reliable tools for managing tickets, facilitating data mining, managing billing and financial oversight.

Goals:

• Implement organizational changes that move the Help Desk to the Service Desk; address moving staff to new roles, under new leadership; identify and address gaps in this new structure
• Make progress on CSIR project to look at alternative sourcing models for Help Desk services.
• Continue to integrate and cross-train Telephony and Help Desk staff.
• Cross train hardware and software repair staff to facilitate more efficient workflow for client issues requiring both hardware and software repair.

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Q2 -- already submitted

Q2 Fiscal Year 2009 (Oct 2008 - Dec 2008)

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