Hi Matthew I managed the HelpDesk at Gallaudet University. I have 3 full time staff that works between 7AM-5PM. We do employ student workers to handle the front desk with walk-in and calls but no ticket processing - till this year. I am having my student take a more active role in creating/processing tickets related to account and password issues. We do have an afterhour support via an outside vendor to handle account/email/blackboard issues between 5PM-7AM and weekends. I am looking at expanding my student role to do other tickets but requires training. When I recruit students, I look for those who have good thinking and communication skills. I can teach them the technical aspect of the job easily enough. There has been a time or two when my staff had to leave early and let the student run the last hour or so of the shift. Lucky enough, it was a student who had the most experience so it wasn't a problem. Feel free to ask more question via this thread or off-line. Charles Charles E Drawdy Manager, Help Desk Gallaudet Technology Services Gallaudet University [log in to unmask] Video Phone: 202-250-2662 On Thu, Nov 10, 2016 at 12:31 PM, Brandon Morrison < [log in to unmask]> wrote: > Hi Mathew: > I'm the Manager of Help Desk services at Valparaiso University and with > the exception of myself, everyone under me is a student. I've 4 help desk > supervisors and 12 help desk student works. I work from 7-4 M-F, and they > work from 8-10pm M-T, 8-5 F, 9-9S, and 12-8 on Sundays. They reset > passwords, work on computers, etc... > > I recruit not from a technical background always, but from a customer > service background. Technical skills are easier to train that soft > skills. I, for example, have a number of nurses who work for me as well as > people from CIS, EE's, Business people, etc... > > Best Regards, > Brandon Morrison > > On Thu, Nov 10, 2016 at 11:11 AM, Matthew McFall <[log in to unmask]> wrote: > >> I am new to the group and relatively new to my current position. We have >> a Technology Support Center that includes our support desk for all faculty, >> staff, and students. We only assist with university owned technology, no >> personal devices. I currently have one fulltime Support Coordinator in the >> TSC with a rotation of student workers. The TSC takes support >> calls/walk-ups and open ticket requests via phone, email, or walk-up. We >> use Dell KACE for support ticketing. I am sure this is generally how >> everyone is structured. >> >> >> >> In reading through a thread that posted the other day, I noticed many of >> you appear to have a more heavily student ran/staffed support desk with >> oversight by a fulltime employee. I am slowly working my way toward a more >> student ran TSC here also. I am wanting the student employees to have >> ownership of the support desk and have oversight by the fulltime employee. >> I have a couple of questions that I would like to ask the group. Please >> feel free to respond offline if you prefer. >> >> >> >> Do you allow the students to be unsupervised? Meaning, if your >> coordinator has to step out, go to lunch, or they are out sick; do you >> allow the students to be in the TSC without that employee there? >> >> >> >> How do you recruit students for the positions? Since you need someone >> with some technical knowledge, do you reach out to your CS or Engineering >> schools to get workers? >> >> >> >> How do you handle access to sensitive information with student employees >> (ie Banner information, account passwords, etc)? >> >> >> >> I have other questions, but these seem like a good starting point. I >> look forward to your responses. Thank you. >> >> >> >> Matthew S. McFall >> >> Director of Technology Support Center >> >> Jacksonville State University >> >> Office: 256-782-5664 >> >> >> >> [image: http://www.jsu.edu/gem_images/jsu_it_footer.gif] >> >> >> ********** Participation and subscription information for this EDUCAUSE >> Constituent Group discussion list can be found at >> http://www.educause.edu/groups/. >> >> > > > -- > Brandon Morrison, Manager of Help Desk Services > Valparaiso University > Office of Information Technology > Phone - 219.464.5250 > www.valpo.edu > > Valpo IT staff will never ask for your password in an email. > > Please don't ever email your password to anyone or share confidential > information in emails. > > Did you know you can enter new tickets and check on the status of your > existing tickets online at helpdesk.valpo.edu? > > This message may contain confidential and/or proprietary information and > is intended for the person/entity to whom it was originally addressed. Any > use by others is strictly prohibited. > ********** Participation and subscription information for this EDUCAUSE > Constituent Group discussion list can be found at http://www.educause.edu/ > groups/. > > ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.