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Andrew Lyons

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RE: KPI's for Helpdesk

Posted By Andrew Lyons 02-10-2023 08:03:13 AM
Found In Egroup: IT Service Management \ view thread
Much like others, our Service Desk's primary reporting is based on responsiveness (wait time in call queue and before reply in tickets) and volume of work (tickets coming in/touched as well as tickets resolved be SD staff). There is more with details, but that's the main elements. The thought behind ...

RE: Solutions for Work Schedule Calendar for Service Desk Team

Posted By Andrew Lyons 02-02-2023 09:51:16 AM
Found In Egroup: IT Support Services \ view thread
We have a shared Outlook calendar for tracking 12 staff time off (vacation, sick, significant event) and use Shifts in Teams for scheduling our 35 student assistants' work schedules (much more varied than staff and based on 2-hour shifts). Shifts works, but has its limitations compared to some other ...

RE: What do you call your teams?

Posted By Andrew Lyons 10-07-2022 02:57:24 PM
Found In Egroup: IT Support Services \ view thread
Julia, I think the two most relevant groups are Service Desk (first-line capture demand and a little resolution) and Field Support (combining general computer, classroom, conference room, and several other tasks). We used to have separate Classroom Tech Support and Desktop Support, but merged those ...

RE: Computer Hardware Support Model

Posted By Andrew Lyons 09-12-2022 02:34:09 PM
Found In Egroup: IT Support Services \ view thread
I second the approach based on a reasonable estimate of time spent/commitment, if you can approach that. There are many variables that go into any organization's situation that makes simple math difficult to actually make simple (attractive though it seems!). The actual traffic and duration for service/incident ...

RE: Classroom Services Dispatching

Posted By Andrew Lyons 08-05-2022 08:41:10 AM
Found In Egroup: IT Support Services \ view thread
The notifications are a good point here, Angela. Teams isn't awesome at making lower-down-the-list things obvious in channels (chats pop to the top nicely). We strongly encourage everyone involved to turn on all of that channel's notifications and pin it to the top of the teams/channels list (with teams ...

RE: Classroom Services Dispatching

Posted By Andrew Lyons 08-05-2022 07:58:18 AM
Found In Egroup: IT Support Services \ view thread
We have a similar setup to Stephanie and used to have what Teresa notes. All calls are directed to the Service Desk, who capture name, location, contact, reported issue, then write a ticket and notify via a Teams channel to dispatch someone immediately (all Service Desk, Field Support Group, and related ...

RE: Email support for departing faculty members

Posted By Andrew Lyons 06-02-2022 07:59:55 AM
Found In Egroup: IT Support Services \ view thread
Denis, We provide instructions for people to create their own PST archives using the Outlook app licensed via their M365 account while it remains active (30 days from their last day of work in most cases). If someone asks for access/archive after that, we can reopen the account within a few months ...

RE: Moving beyond the USMT Tool

Posted By Andrew Lyons 04-21-2022 12:39:54 PM
Found In Egroup: IT Support Services \ view thread
Dan, This doesn't help the immediate question (sorry), but we stopped migrating user data because of similar difficulty assuring the everything was saved. We encourage people to use supported storage (OneDrive/network) and have advice on exporting bookmarks, but that's about it. If people reliably ...

RE: Response to customer frequency

Posted By Andrew Lyons 04-06-2022 03:13:05 PM
Found In Egroup: IT Service Management \ view thread
It does depend on the area within IT, but our service desk has a practice of sending advice, waiting two business days and sending a follow-up, then waiting one business week to close the ticket. After a few iterations over the years, the follow-up and the resolution are both automated, so the only human ...

RE: Change Control/Management

Posted By Andrew Lyons 03-29-2022 11:00:18 AM
Found In Egroup: IT Service Management \ view thread
Michael, Our process is geared toward assuring communication between technical folks and the relevant service owners, as well as sharing general plans widely in ITS to avoid conflicts. It is not integrated to other tools (others sharing here look great!), but meets our current needs in tracking about ...

RE: Support Strategies

Posted By Andrew Lyons 03-10-2022 09:32:35 AM
Found In Egroup: IT Support Services \ view thread
Attempting more/better communication (emails, instructions in classrooms, KB information, etc.) is good to head off some of that traffic. Unfortunately, people who have never used the equipment or forgot over break and don't care to refresh a few days early present a people problem, so likely can't be ...

RE: Employee Survey of IT Front Services

Posted By Andrew Lyons 03-09-2022 12:25:12 PM
Found In Egroup: IT Support Services \ view thread
Robin, Are the training documents supporting specific services/apps that you run? If so, they could be within the areas for those as part of a "getting started" type of article. For ease of access, search, updating, and accessibility, it might help to have them be actual articles (though long) rather ...

RE: Queue Management, assigning tickets to student employees

Posted By Andrew Lyons 03-07-2022 07:14:56 AM
Found In Egroup: IT Service Management \ view thread
Kara, We have a member of the Service Desk staff who spends roughly 75% of their time scheduling, monitoring, supervising, etc. our student staff. Shepherding tickets involving them is part of that. This is all part of overall Service Desk work, which is in turn all part of ITS's Service Management ...

RE: Queue Management, assigning tickets to student employees

Posted By Andrew Lyons 03-04-2022 02:19:39 PM
Found In Egroup: IT Service Management \ view thread
Lucas, We're working to make more/better use of our Student Assistants now, so this is a timely discussion for us. Do you assign tickets to student employees? Yes, directly to individuals whenever reasonable, though not automatically. Do you have student employees help with queue management ...

RE: KB system for Desktop Support group

Posted By Andrew Lyons 03-03-2022 07:15:36 AM
Found In Egroup: IT Support Services \ view thread
Scott, We found that having clarity of purpose is useful in our repositories of information and have made some efforts to clear up the lines (See a related conversation on the ITCOMM list about removing more fluid content from web pages) and reduce duplicate information (that's harder to maintain). ...

RE: Monitoring Laptop Use

Posted By Andrew Lyons 02-15-2022 10:22:39 AM
Found In Egroup: IT Support Services \ view thread
Not to derail from your point, Bob, but I wonder if looking at the procurement and replacement responsibility/approval might help the root issue. If departments can purchase devices on their own and IT is automatically on the hook to replace them, then the departments/institution might plan a coordinated ...

RE: Creating a Help Desk Service Catalog

Posted By Andrew Lyons 02-14-2022 01:40:59 PM
Found In Egroup: IT Support Services \ view thread
Good point there, Julia! As a starting point, if structure is what you're looking for, we've adopted this framework (the ECAR model) rather than make up our own (again): The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration First edition paper link Second edition ...

RE: Remote Support Software

Posted By Andrew Lyons 02-04-2022 06:17:13 AM
Found In Egroup: IT Support Services \ view thread
For what it's worth, we moved to mainly using Zoom for remote support except in escalated cases on MECM-managed PCs where that is available. For general troubleshooting or instruction, digitally standing over someone's shoulder is sufficient in many cases. There are, of course, limitations for more advanced ...

RE: 2FA for Students

Posted By Andrew Lyons 01-18-2022 08:07:56 AM
Found In Egroup: IT Support Services \ view thread
We followed a similar phased rollout as what Jim describes and had little trouble with students. Our batches of students were about 10 times bigger than batches of employees and with less support needed (YMMV, so maybe start a little smaller based on how it goes there). Same for people who change ...

RE: ITAM ZOOM Call

Posted By Andrew Lyons 12-15-2021 08:12:41 AM
Found In Egroup: IT Support Services \ view thread
David, Yes, to 3:00pm Eastern to accommodate west coast folks finishing their breakfasts �� Andrew Lyons ITS Service Desk Manager Information Technology Services University at Albany (518) 442-3700 alyons@albany.edu 1400 Washington Ave. Albany, NY 12222