BCSD HelpDesk 2013-14
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Bethlehem Central School District Student IT Help Desk Presentation to other districts interested in starting their own Student run Help Desk 2013-14
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Transcript of BCSD HelpDesk 2013-14
Bethlehem Central
School District
Student IT Help Desk
Presentation to other districts
interested in starting their own
Student run Help Desk
2013-14
Welcome
• Our BC Team
– Sal
– Justin
– Navaar
– Erica
• Our Guests
Today’s Agenda
9:30- 11am
• Welcome and Introductions – B115
• Overview of program
– Vision and Goals
– Application process
– Program Focus (Technical, Instructional, Communications)
– Stakeholders
– Day to Day activities
– What’s next?
• Visit the help desk
– Talk with students
• Wrap Up
Vision
To create a technological community that fosters
professional growth, collaboration, and adds to our
departments ability to support teaching and learning.
Goals
• To provide a real world experience
• To encourage a community of collaboration and growth
• To provide both in and out of classroom assistance for technology initiatives
• To provide training opportunities for faculty, staff and students
• To promote effective and responsible communication using social media
Application Process, Acceptance
and Orientation
• Publicity about opportunity – Spring
• Application
• Personal Interviews of each candidate
• Acceptance and Notification
• Orientation and Training
– 50% Customer Service
– 25% Tools of the trade
– 25% Rules and Procedures
Programs Focus
• Technical
• Instructional
• Communications
Stakeholders
are key!
• Superintendent and Assistant Superintendent
• Tech Department
• HS Principal
• School Counselors
• HS Library Media Specialists
• Supervisor (CEIP/PIG/Community Service)
• Teachers
• Hall monitors
A few considerations
• Expectations
• Location
• Security
• Confidentiality
• Logistics – ticketing system
• Curriculum
• Academics First – we monitor grades
• Balanced workload – different abilities and skill sets
• Teams work, time management, deadlines
• Stretching!!!
The Program
• Participation
– 2012-13 - 15 students
– 2013-14 - 16 students
Day to Day
Supporting the High School and beyondJustin, Navaar and Erica
• Zone 1 – High School
• Ticket response time – SLA
– Down form 1-2 weeks to 2-3 days
• Supporting multiple platforms
– Apple laptop, iPad, PC laptop, Surface tablets, printers, projectors,
etc.
• Password resets – Google and Network
• Supporting student in the 1:1 initiatives
• Ears on the ground -
Statistics“The Student Help Desk (new in 12-13) has handled 257 this year and is on track to handle an
estimated 320. This represents about 33% of the service requests made at the High School!” Sal
DeAngelo- March 1, 2013 –BOE Budget Presentation
Final Numbers for the
2012-13 School Year
353
Numbers for the
2013-14
School Year to date
(September – December)
450
Hardware 111
Network 24
Printer 79
Projector 44
Software 95
353
Hardware
Network
Printer
Projector
Software
01020304050607080
Number of tickets by month in 2012-13
What are other Districts saying…
“I recently came to BCHS to learn more about the Student Help Desk. It’s a terrific, innovative program that we would like to replicate here in South Colonie.”
Colonie Central High School Principal David Wetzel
“Sal, Thank you for taking some time for Saratoga today. The information you presented will be very helpful as we begin to develop a Saratoga Student IT Help Desk.
You are doing great things at Bethlehem!”
David L'Hommedieu
Assistant Superintendent of Information Technology and Operational Innovation
New this year
Repair Serives
• iPads, laptops, desktops.
What’s Next
• Community Participation
– Adult mentors
– Guest lecturers
– Community day
Student Help Desk Website
In the NewsSpotlight Newspaper: http://www.spotlightnews.com/news/2013/dec/23/help-hand-bc-high/
In the NewsArticle by student reporter Brenna Raffe: http://www.bethlehemschools.org/News/201314/140102studenthelpdesk.html
Contact Us - anytime
Sal DeAngelo – [email protected]
Justin Brown – [email protected]
Navaar Johnson – [email protected]
Erica Bridges – [email protected]
