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President's Report - FY10 Q4

  • SD Accomplishments 
    • *Dell Study:  *Began work with Dell Professional Services to conduct a detailed study of the IS&T Help Desk over the course of June.  The study has included 14 in-person interviews with a cross with IS&T staff and representative customers, collection of detailed work surveys completed by Help Desk staff, as well as financial details.  This data will be compiled and compared with peer institutions in higher education and industry and comparisons as well as key findings and recommendations will be shared in reports to stakeholders and Senior Management in early July.
    • CertAid: Worked with colleagues across IS&T to rollout an improved CertAid tool as well as an improved Certificates acquisition page.  This included conducting a usability review which highlighted the complexity for end users, and assisted in designing a new interface and some improved functionality.
    • Matlab: Reviewed data related to our existing Matlab distribution and cost sharing model and used that data to design new model that enables us to move to the new Total Academic Headcount (TAH) offering from MathWorks.
    • Exchange:  Continued to offer on-site migration assistance as part of Tiger team.  Developed Exchange Support Matrix to assist Help Desk consultants in handling Exchange related questions.  Helped coordinate a series of meetings with Microsoft Technical Support representatives to assist us in understanding how to make the most effective use of our Exchange environment.
    • IT Partners:  Participated on planning team for IT Partners Conference.  Presented sessions on Mobile Devices, Hermes, Providing Remote IT Support, and TSM Backup.
    • G4 Symposium: Led the coordination of a Sprint 4G Symposium on MIT Campus.
    • TNSC Settlements: Worked with Finance and Operations and Infrastructure to explore existing TNSC settlements as well as current support provided related to Telephone and Network Services.
    • Leveraging MIT Innovation:  Met with representatives in CSAIL who are working on a project to use artificial intelligence to automate repetitive and/or time-consuming technical support work.  Held Help Desk meeting to discuss possible options for initial pilot uses.
  • SD Issues and Trends
    • Back to School
    • Re-focusing on new Customer Support staff, functions and organization of work.
    • Establishing ways to sustain engagement with support functions now in other parts of IS&T
    • Student Laptop distribution at start of fall
    • RT Upgrade
    • Hiring/Staffing – filling open positions created with shifts of staff during reorganization and/or staff departures.
    Accomplishments SD Issues and Trends

FY10 Q3

FY10 Q2

Barbara Goguen’s email to Patricia Sheppard for the Service Desk contribution (dated 1/7/2010)

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