September 24,
2004, 10 a.m.
Board Room
All were in attendance except Jesse Parete, due to his Math class.
The meeting was for periodic review of Edison Community College ITS-related
customer service. Dr. Salisbury recapped our last meeting’s topics and
facilitated a review of what has transpired since then.
Track-It!
The current version of Track-It! needs to be upgraded for added efficiency,
but unfortunately did not make this year’s budget approval. All work orders
have been recorded for analysis of problem sources. Carol Rigola oversees
all help desk work orders. Room 020 renovation and the recent DPL power
surge have been a source of a lot of work orders. The help desk is staffed
by the Applications Services division of ITS. One of our technicians, Steve
Trittschuh has taken another position, so the department is now running one
person short.
Mobile Lab
Carol Rigola reported that the
mobile lab has been split into two smaller units for added flexibility.
Some of the challenges include:
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Sometimes the number of laptops in the
mobile lab falls short of demand and more laptops are desired. The need
for the mobile lab versus individual needs conflict at times, and ITS
has received requests for off-campus mobile lab use.
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The mobile lab is often returned in
poor condition or has parts missing. ITS has begun a sign-out process
to assure accountability, but it is still a problem.
-
One application issue of the mobile lab
is when there is a full class and a request for mobile lab laptops,
there can be a problem. When computers are needed past 9:30 p.m., are
returned in disarray, and then needed early the following morning, it is
difficult to have the lab in good form because ITS staff do not work
after 9.
Student Help Desk Proposal
Patti Ross reported on the status of initiation of the student help desk.
To assess the need for a student help desk, full-time faculty were asked how
much time they spend helping students on computer-related problems outside
regular class time. Time spent averaged 1 hour a week, per faculty member,
or a 40-hour work week. Three years ago, a proposal was made to ETC for a
student help desk. It received the approval by the president and Board, but
did not get funded. The process was repeated one and a half years ago, but
did not get funded. This week the application for a grant from the National
Science Foundation will be submitted. Dr. Sharon Robinson has helped with
this. We will find out in March 2005 if we receive funding. The grant will
provide funding for three years.
Internet Café
If funding is received for the student help desk, it will be located in the
Internet Café and be called the “Just Ask” center. It will be staffed by IT
student interns who will be trained on things such as our current software,
how to configure student laptop wireless cards, TLE software problems,
helping connection problems with PDAs, etc. Cecelia Green in ITS now gives
brief training to the current work study students, but the student help desk
would be an improvement of this system. One concern was allowing the
student interns access to passwords.
English Labs
Jane Kretschmann attested that Connect.Web is working well in the labs—a lot
better than Connect.net.
Help Desk Follow-up of Work Orders
Through Track-It! there is an automatic escalation and a notification
process connected to Track-It work orders. There is a process for the help
desk person to follow for new equipment purchase and placement. Carol will
review this area to insure training is in place. For example, someone
requesting a new computer spec would be considered a work order. They would
purchase it or ITS could generate a purchase order for them if needed. A
second work order would be initiated to install the hardware.
Information Technology Services normally will give all the notification of
status of work orders.
Upgrading Labs
Though upgrading lab projects are planned several months in advance, these
work orders should be documented through Track-It! via the 711 helpdesk
line. Patti can continue to hold planning meetings and consultations as
before but will document via the 711 Help desk for Carol Rigola to manage
ITS follow-through. New lab deployment goes through another CQI
committee and has its own process.
Daily Customer Service Updates
It was asked if there were
suggestions for a new format. The consensus was, not at this time. It
meets the need.
Will meet again spring semester. Dr. Salisbury adjourned the meeting at
10:57 a.m.
