Focusing Information Technology Services on Students

Wayne Hansen - University of New Brunswick - Saint John Campus

The ABSTRACT

• The University Of New Brunswick in Saint John recently reorganized its Helpdesk function to focus more closely on its main user groups, including undergraduates, served by the new Student Technology Centre (STC), and faculty, staff, and graduate students, served by the new Professional Client Services Group. The session will describe the STC, which, with 2 fulltime staff and several student peer assistants, operates all student-facing IT services on this campus, from the new Learning Commons, to computing labs, to the STC itself. The mission of the STC is to ensure that undergrads are equipped with the technology and training needed to make their academic careers a success.

Summarize: what will we discuss

• The University Of New Brunswick: our customer

• The traditional model we used to provide user services

• Inherent issues, limitations and opportunities that led us to consider change

• Implementing a multi faceted approach: Student Technology Center, Learning Commons and Technology Management

• Examine results

About ME

• Network Support Technician Community College System

• Network Support IBM Global Services

• UNB – 1998, 10 years many different roles• Network Technician• Network Analyst• Helpdesk Manager• Student Technology Center Manager (Current)• Bachelor Of Arts – Information and

Communication Studies

About UNBSJ

• Campus of the University of New Brunswick

• 2800 Students

• Very close ties to UNBF, maintains administrative systems – Data Tel

• UNBSJ provides file, email, web, print services – things are changing

• High International student population – that is changing

• Like many Universities – recruiting, retention issues exist

The old model

• HelpDesk Staffing• HD Staff: 3 Full time employees, Team of 10 Students• Tier 2 Support, 1-Hardware, 2-Software, 2-Network• Tier 2 support also not well defined

• We tried to solve everything to everybody – no clear mandate

• Fix what we can – while routing work orders to 2nd tier support

What’s wrong with Our old model

• “Conveniently” located on the 3rd floor, remote building, behind a closed door and gated window

• Very strong disconnect between what we felt our students needed and what we could provide.

• Our staff were frustrated from trying to be everything to everybody

• Faculty Staff often frustrated by having Student Consultants answering phone calls and with multiple contacts for sometimes perceived simple solutions

The data for change

• Our data found that 90% of our student contact was from walk in clients rather than phone or email requests• faculty staff requests were primarily phone and

email

• We were able to solve over 90% of student walk in requests “on the spot” – the support scope was very narrow• faculty staff requests were almost never solved on

first contact• What could we do for students – mostly paswd,

login, email

How to change?

• Eliminate current Help Desk space and Help Desk model creating a Student Technology Center in a high traffic, high visibility area of the campus

• Create a new support model with no designated Help Desk and 2 separate support teams (PCS/STC)• Dedicate Student Technology Center (STC) Staff

specifically to Undergraduate Support. 2 FTE• Dedicate Professional Client Services (PCS) to

Faculty, Staff and Graduate Student Support. 4 FTE

Out with old hd

Looking In Looking Out

In with the new stc

• Picture needed

Learning commons

The Student technology center

• Not a Help Desk … although it performs Help Desk functions

• Support ALL Student Facing Technologies

• Support Services• Provide a walk in, face-to-face support service, in 2

distinct locations – STC and Learning Commons We still do the typical support but now expanded to

include application support, wireless client configuration, colour printing, video editing etc

Introduce new technology iMac, Vista Photo ID cards

Learning commons

• Support in the learning commons is typically provide by Student Consultants

• Technology Center is in close proximity so users and support staff can move easily between the two locations – escalate issues

• The 2 locations allows a flexible schedule while maintaining high service level

Face to face support

Two Distinct Service Points

• Students come in to the Technology Center for One-on-One consultation

• That same level of service is provided in the Learning Commons

• Service can often be provided by trained Student Consultants

Technology management

• Move management from 2nd Tier Software/Hardware support to STC Staff• 6 Undergraduate computing labs – 150 PC’s• Library Learning Commons – 24 PC’s• Library Laptop Loaner Program – 80 Laptops• KIOSK’s located throughout the campus• Consoles in Audio Visual equipped classrooms• Manage all aspect of the technology.

• Ordering • Installing• Repairing• Imaging

The students

• Students are not coming to us with technical or research skills so we are taking it upon ourselves to impart that knowledge

new IT partnerships

• We have closely aligned with the UNBSJ Library to provide seamless service• When the Learning Commons is open we have a

support technician there• Librarians also hold office hours in the STC

Through Technology Management• STC staff maintain close contacts with faculties

often staying ahead of the curve for what the students needs will be – this includes unique assignments specialized software etc

Student help

• Very dependent on student help

• Try to hire in 1st/2nd year and keep students for 3-4 years

• They are in communication with each other

The results

• The student IT experience has been made a priority

• Students now receive the help they need where and when they need it

• Even more difficult issues do not require a call back – we will sit with them until the issue is solved

• Ownership of lab technology results in higher standards, higher expectations – for example redesign of lab imaging process

Are there challenges?

• Yes – there are • many !

• No questions are off limits – we try to answer anything – so staff are always “on the spot”

• Student expectations have been raised significantly

• Splitting time between client support and technology management – there are only 2 of us

• Very dependent on competent Student Assistants while having a very small pool of students to choose from

• 1st Year students and mature students have adopted the new model but …

• New location and service level attracts Faculty/Staff clients

discussion

• Questions, Comments and Discussion