In the fall of 2012, I closed the doors of my computer service and repair shop and started working for Carleton College as a Computing Support Specialist stationed in the help desk. Though the client base I supported increased tremendously and my title and responsibilities changed, at the end of the day my goal was still the same: provide end users with the best technical support in town. In this paper I will examine how the skills gained and lessons learned running a small IT business (interrupt driven time management, customer service as a way of life, and Murphy's Law as a constant) can be applied to the unique demands of IT in higher education.
{"title":"Just Another Day at the Shop: From Small Business to College IT","authors":"Travis Freudenberg","doi":"10.1145/2815546.2815552","DOIUrl":"https://doi.org/10.1145/2815546.2815552","url":null,"abstract":"In the fall of 2012, I closed the doors of my computer service and repair shop and started working for Carleton College as a Computing Support Specialist stationed in the help desk. Though the client base I supported increased tremendously and my title and responsibilities changed, at the end of the day my goal was still the same: provide end users with the best technical support in town. In this paper I will examine how the skills gained and lessons learned running a small IT business (interrupt driven time management, customer service as a way of life, and Murphy's Law as a constant) can be applied to the unique demands of IT in higher education.","PeriodicalId":226824,"journal":{"name":"Proceedings of the 2015 ACM SIGUCCS Annual Conference","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2015-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116213079","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Training Help Desk staff well is both critical to the success of the Help Desk and time consuming; using Canvas to create an online training course makes that training more consistent and convenient. Quality training creates a superior customer experience, ensures consistent documentation going to other departments in IT, and results in less time spent following up on unclear tickets. However, good quality training is time consuming, difficult to schedule, and needs to be repeated with new staff members often. University of Wyoming IT Help Desk has found that creating an online course with Canvas allows for a consistent, high quality training experience that can be repeated as often as necessary and is available the moment a new staff member starts. Recordings of presentations, screen capture, and quizzes allow staff members to learn at their own rate and test their knowledge before working with customers. In the limited time since launching the Canvas Help Desk course, UWIT has found that tickets are documented more consistently, even experienced staff members have filled in holes in their knowledge, and the time spent training new staff members has decreased and become more focused on individual questions and concerns. Usage of the course is now expanding to other teams and content is always being added. Canvas has proven to increase both our effectiveness and efficiency in training.
培训服务台员工对服务台的成功至关重要，同时也很耗时;使用Canvas创建在线培训课程使培训更加一致和方便。质量培训创造了卓越的客户体验，确保了向IT部门的其他部门提供一致的文档，并减少了跟踪不明确的票据所花费的时间。然而，高质量的培训是耗时的，难以安排，并且需要经常对新工作人员重复进行。怀俄明大学IT帮助台发现，使用Canvas创建在线课程可以提供一致的、高质量的培训体验，可以根据需要经常重复，并且可以在新员工开始学习的时候使用。演示文稿的录音、屏幕截图和测验允许员工以自己的速度学习，并在与客户合作之前测试他们的知识。在启动Canvas Help Desk课程后的有限时间内，UWIT发现问题的记录更加一致，甚至有经验的工作人员也填补了他们的知识漏洞，培训新工作人员的时间减少了，他们更专注于个人问题和关注。课程的使用现在扩展到其他团队，内容也一直在添加。Canvas已被证明可以提高我们培训的有效性和效率。
{"title":"Consistency and Convenience: Use of Canvas in Help Desk Staff Training","authors":"Jessica Morger","doi":"10.1145/2815546.2815569","DOIUrl":"https://doi.org/10.1145/2815546.2815569","url":null,"abstract":"Training Help Desk staff well is both critical to the success of the Help Desk and time consuming; using Canvas to create an online training course makes that training more consistent and convenient. Quality training creates a superior customer experience, ensures consistent documentation going to other departments in IT, and results in less time spent following up on unclear tickets. However, good quality training is time consuming, difficult to schedule, and needs to be repeated with new staff members often. University of Wyoming IT Help Desk has found that creating an online course with Canvas allows for a consistent, high quality training experience that can be repeated as often as necessary and is available the moment a new staff member starts. Recordings of presentations, screen capture, and quizzes allow staff members to learn at their own rate and test their knowledge before working with customers. In the limited time since launching the Canvas Help Desk course, UWIT has found that tickets are documented more consistently, even experienced staff members have filled in holes in their knowledge, and the time spent training new staff members has decreased and become more focused on individual questions and concerns. Usage of the course is now expanding to other teams and content is always being added. Canvas has proven to increase both our effectiveness and efficiency in training.","PeriodicalId":226824,"journal":{"name":"Proceedings of the 2015 ACM SIGUCCS Annual Conference","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2015-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129127291","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
There have been many studies done supporting the importance of work-life balance. There are many benefits to taking time off from work, not the least of which are reducing stress and improving mental health. Taking time off from work will also make you a better employee. I love to travel and I love technology. The five things that I have learned from my travel adventures that have made me a better employee are organization skills, problem solving, multicultural sensitivity, communication, and how to breach my comfort zone.
{"title":"Five Things I Have Learned From My Travel Adventures That Have Made Me A Better Employee","authors":"R. E. Vinyaratn","doi":"10.1145/2815546.2815553","DOIUrl":"https://doi.org/10.1145/2815546.2815553","url":null,"abstract":"There have been many studies done supporting the importance of work-life balance. There are many benefits to taking time off from work, not the least of which are reducing stress and improving mental health. Taking time off from work will also make you a better employee. I love to travel and I love technology. The five things that I have learned from my travel adventures that have made me a better employee are organization skills, problem solving, multicultural sensitivity, communication, and how to breach my comfort zone.","PeriodicalId":226824,"journal":{"name":"Proceedings of the 2015 ACM SIGUCCS Annual Conference","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2015-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132056537","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Developing and implementing a software asset management plan is one of the most important initiatives any institution can undertake. Aside from preparing for the inevitable audit, a Software Asset Management (SAM) plan can create greater consistency of technology services, lower overall operating costs and safeguard the institution's data resources through consistent lifecycle maintenance. By evaluating and standardizing institutional software processes, Pima Community College stepped on the path of discovery by initiating a dialog that nurtured greater opportunities for collaboration and coordination between faculty, staff and Information Technology (IT). The increased dialog among stakeholders enabled the institution to identify and consolidate individualized software, improving the student experience and consistency of resources. With penalties of an audit as high as $150,000 for each software title infringed, the college hoped to prevent the installation of illegal software across its complex technology infrastructure, but discovered so much more on the road to safeguarding its assets. This presentation will describe the challenges of managing software assets in a multi-campus setting and provide an electronic copy of Pima Community College's plan, which can be used as a starting point for any organization. Shedding light on a SAM journey filled with adventure, the presenter will engage in an active dialog to discuss best practices and lessons learned along the way.
{"title":"Preparing For Your Software Asset Management Journey","authors":"S. Mendoza","doi":"10.1145/2815546.2815573","DOIUrl":"https://doi.org/10.1145/2815546.2815573","url":null,"abstract":"Developing and implementing a software asset management plan is one of the most important initiatives any institution can undertake. Aside from preparing for the inevitable audit, a Software Asset Management (SAM) plan can create greater consistency of technology services, lower overall operating costs and safeguard the institution's data resources through consistent lifecycle maintenance. By evaluating and standardizing institutional software processes, Pima Community College stepped on the path of discovery by initiating a dialog that nurtured greater opportunities for collaboration and coordination between faculty, staff and Information Technology (IT). The increased dialog among stakeholders enabled the institution to identify and consolidate individualized software, improving the student experience and consistency of resources. With penalties of an audit as high as $150,000 for each software title infringed, the college hoped to prevent the installation of illegal software across its complex technology infrastructure, but discovered so much more on the road to safeguarding its assets. This presentation will describe the challenges of managing software assets in a multi-campus setting and provide an electronic copy of Pima Community College's plan, which can be used as a starting point for any organization. Shedding light on a SAM journey filled with adventure, the presenter will engage in an active dialog to discuss best practices and lessons learned along the way.","PeriodicalId":226824,"journal":{"name":"Proceedings of the 2015 ACM SIGUCCS Annual Conference","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2015-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126140868","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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