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- Improved 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. (bdoyle getting me some specifics)
- 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.
- 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 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?
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