1. CiCS Helpdesk Jane Coles & Michael Walker CiCS User Group Meeting - June 2010

2. Who We Are 20 Multi-skilled staff forming an expert Helpdesk Offering diverse IT Support to both Staff and Students Work closely with IT support staff within the Faculties CiCS User Group Meeting - June 2010

3. What We Do The Helpdesk is the single point of contact for CiCS Services: Customer Enquiries Service Requests Incidents Reporting Support to over 24,000 students & 6,000 Staff CiCS User Group Meeting - June 2010

4. Strive to resolve 80% of customer problems on first contact. Offer support on diverse IT issues – around 400 problem profiles within Supportworks. Continually updating CiCS web pages and knowledgebase with new information. CiCS User Group Meeting - June 2010

5. CiCS User Group Meeting - June 2010

6. CiCS User Group Meeting - June 2010 Academic Year 2009-2010

8. Filestore & Mailstore increases

9. Computer account queries (Expiry, Access, MUSE, Webmail)

10. UCard queries (Access, Library, Expiry, Renewal)

11. Software

12. Email ( Thunderbird, Outlook, Webmail)

13. Purchasing and Licensing (Microsoft, SPSS, etc)

14. Desktop Application Support

15. Connectivity, Viruses & Operating Systems

16. Network Connection (Wireless (Eduroam), VPN)

17. Infected Student Laptops

18. Damaged Operating SystemsCiCS User Group Meeting - June 2010

19. Self Service & Knowledgebase Self Service Online support available to staff and students Log new and check progress of existing calls 24/7 View Service Status updates Knowledgebase Provides instant answers to the most common queries Continually adding new articles Analysis of statistics defines which articles are needed CiCS User Group Meeting - June 2010

20. Visits to Self Service CiCS User Group Meeting - June 2010

21. Knowledgebase Article Views CiCS User Group Meeting June 2010

22. Remote Assistance New service designed to provide quicker and more focused support for software problems “Instant Chat” with our analysts Windows or Mac, anywhere in the world Currently available weekdays between 9am and 1pm CiCS User Group Meeting - June 2010

23. Demo CiCS User Group Meeting - June 2010

24. Future Developments Service Requests Increase filestore automatically Request software licenses Accounts for new starters Service Status Notifications Subscribe to services & receive relevant notifications via email Knowledgebase Expansion Library and Information Commons knowledgebase Technical knowledgebase for analysts CiCS User Group Meeting - June 2010