Date: Thu, 5 Sep 2002 09:07:26 -0400
From: Arnold Hassen <[log in to unmask]>
Subject: Re: Student Computer Support
Permit me to ask a slightly different question. How do you handle the
student queries for help when no student support is provided. In other
words students calling the help desk for "small" issues such as
connectivity, printing and problems getting what faculty tell them to
West Virginia School of Osteopathic Medicine
Arnie and the list,
This is a problem for us with respect to printing specifically -- we don't
send ResNet Technicians out to the res halls to solve anything but network
connectivity issues. We try to help the student over the phone to the best
of our ability, and at least narrow the problem down if we can't solve
it. For example, if it appears the problem is due to an outdated or
corrupt printer driver, we'll try to help with that over the phone. We try
to point them in some direction if we can't fix their problem.
For us, helping them access what faculty assign them is part of our
job. If necessary, we'd contact the faculty member to ask for
clarification or let him/her know that there is a problem (if we hear from
more than one student).
Our Support Desk staff advocate having a larger cadre of ResNet Technicians
to help on all sorts of issues student are having in the res halls, but as
it is, we can't get an adequate staffing level of permanent staff plus
students to meet our existing mission. In general, we believe more
staffing resources should be allocated to student technology
support. Also, we see lots of patterns, so we try to get those questions
and solutions into our knowledge base.
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