Introductions We are

Library & IT is

Bucknell is

The Past As Prolog The Techdesk and Techdesk Advanced Support

Recommended but not required laptops

We tried to do everything

… and it worked. Sorta.

Challenges We’re popular!

But can you do this?

I know right where you can store that data!

“Liability Issue”

Turnaround time?

Piece A The Laptop Program!

Partner with Dell & Apple to provide superior support and pricing, blah blah blah…

Benefit for us is well-known laptop models and warranty plans, AND recommendations for external drives/keyboard covers/warranty

Also a good pretext for offering “differential service”

Piece 2 IT CAME FROM THE GENERAL COUNCIL’S OFFICE!!!

Piece D STRATIGIC PARTNERSHIPS (to leverage synergies in a

pro-active, just-in-time best of breed manner!)

I.E. making someone else do the work – outsource to local businesses.

HD recovery, replacement parts, ISP, Facstaff personally-owned during semester

Piece Omicron Outreach!

Top Three Things!- Back up classwork to Netspace- Back up personal stuff to an external drive- We will never, EVER ask for your password

“Back it up, Bucknell!” - c.f. Bud Hiller at last year’s conference.

War And Piece Have a check in procedure, and a cleaning process

Tweak to fit our needs

See handouts! (Because everyone loves handouts!)

Piece the Final How do we best employ students?

Work when we need them to versus skilled versus work study

What do we absolutely need staff to do?

When a laptop comes to our Techdesk…

A tour of how all of this actually works…

The Check-in Process Greet client, and start asking questions

Create HEAT case

Talk about backups, and reimaging if warranted

Print check-in sheet/checklist

Decide to assign to TAS or keep at Techdesk

One if by land, two if by sea

If it stays at the Techdesk, and it’s a PC, we run it through an involved, Bart PE-enhanced process

Mac diagnosis is either done by a staff member or (increasingly) TAS

Hardware issues, reimages, botnets – straight to TAS

Hardware repairs Done by TAS students or staff, not by Techdesk

Generally only Dell and Apple machines. Exceptions exist…

End Results The “Letter of Service”

What records we keep

Numbers for Spring Semester: 1873 combined cases (13.9/day) 788 checkins (5.8/day) Average turnaround is 3.2 days*

Other things we (get asked to) support

iPhones/Blackberries

X-Box/PS3/Wii

BUTV

Video editing

Printers

Challenges for the future

SafeConnect

The Rise of the (Netbook) Machines

Ethernet in new buildings?

Expansion of library – new Techdesk facilities?

What kind of devices are students going to be using in 5 years?

Questions?

Did we rock? Do you never want to speak to

us again? I’ll place the link here, as requested, even though it’s

unclear to me as to exactly how you’re going to use a URL that’s being projected onto a screen.

http://www.resnetsymposium.org/rspm/evaluation/