ITS Help Desk - MyUWF - University of West Florida

ITS Help Desk
Dr. Jenae Burkart, Faculty Technology Support Specialist
Jeff Austin, Lead Help Desk Analyst
Services that are Supported
by the Help Desk
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Gmail
eDesktop
MyUWF
Classroom
Technology
Computer Labs
Fac/Staff Network
ResNet
ArgoAir
Banner
eLearning
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Telephone Service
H:, I:, & O: Drives
Computer Security
Blackboard
Collaborate
Clickers
WEPA
Scopia
Video Conferencing
And More…
Services that are Not Supported
by the Help Desk
• For liability reasons, the Help Desk does not
resolve hardware issues on personal
machines or devices for students or
employees.
• In order to uphold academic integrity, the
Help Desk staff are not allowed to:
– Reset quizzes for students in eLearning
– Make changes to eLearning courses for
instructors.
Methods of Support
• Phone (x2075)
• Email (helpdesk@uwf.edu)
• Online Request
– MyUWF > IT Request Forms > Help Request Forms
• Walk-in Counter
– Building 79
– Monday – Friday 8:30am to 4:30pm
• Self Help (uwf.edu/helpdesk)
– ITS is in the process of redesigning our website and
self-help content.
Hours of Support
• Monday – Friday 8am to 5pm (fully staffed)
• Monday – Thursday 5pm to 10pm
– 1 staff on duty remotely from home
– Callers can leave a voicemail message for a return call
• Classroom Technology Support
– Monday – Thursday 7:30am to 6:30pm
– Friday 7:30am to 5pm
– Before 8a.m. and after 5p.m. call the Help Desk, press 4,
and a technician will assist you.
• Respond to critical system outages – 24/7
– Complete outages (eLearning, MyUWF, etc.)
– On-call analyst is paged to respond when HD is closed
Current Request Statistics
(From January 2010-present)
• The Help Desk receives approximately 28,500 requests
per year.
• Extended Hours
– 6% of total requests are received during extended
hours (5pm – 10pm).
• On Weekends and After Hours
– 5.5% of total requests are received while the Help
Desk is closed.
• 2.5% are received between 10pm – 8a.m.
• 3% are received on weekends.
• Help Desk is evaluating the hours of operation and
discussing ideas for a pilot project to extend hours.
eLearning Supported Services
for Instructors
• Instructor support is provided in conjunction with the
Academic Technology Center (ATC) and includes:
– Setting tech codes
– Linking/unlinking courses
– Copying course content
– Providing early access to classes
– Resolving technical issues
– Escalating higher level issues to vendor
– For eLearning training and help setting up courses,
instructors should contact the ATC at 474-2056.
eLearning Supported Services
for Students
• Student support is provided for many
eLearning issues. The most common issues
are:
– Connecting to UWF resources (wired and
wireless)
– Resolving browser issues
– Accessing course content
– Submitting dropbox assignments
– Taking exams with Respondus Lockdown
Browser
– Logging reports of technical issues
Current Statistics - eLearning
(From January 2010-present)
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15% of total Help Desk incidents concern eLearning.
• Quizzes
• Dropbox
• Respondus
• 20% of all eLearning requests occur at the beginning of the
semester because the student cannot see the eLearning
course:
• Student attempts to access eLearning courses before the start
date of course.
» ITS will add disclaimer to eLearning section in MyUWF.
» Instructors can set courses for early access.
• Course is missing because tech codes have not been set by the
instructor.
» ITS will send reminder notifications to instructors.
Suggested Practices for
eLearning
• Provide a mock assessment, discussion, and drop
box exercise for students at the beginning of each
semester.
• Encourage students to take assessments and
submit assignments when the Help Desk is open.
• Make assessments due before 9pm Monday –
Thursday when Help Desk support is available.
• Provide Help Desk hours of operation and
directions for after 5p.m. issues in the course
syllabus and eLearning News section.
• Set tech codes for eLearning courses prior to the
first week of class.
Suggested Practices for
eLearning
• Share eLearning and Respondus tips with
students: elearninghelp.uwf.edu
• Schedule training sessions with ATC to
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Set up courses early.
Learn best practices for teaching online.
Stay informed of new options in eLearning.
Visit askatc.uwf.edu for FAQs
Access the Desire2Learn community account at
community.desire2learn.com to:
– Participate in online forums with other schools
– Submit feature requests
– Voice your opinion
Other Tips/Recommendations
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Set up mock or practice technology sessions
before the semester begins when using:
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Blackboard Collaborate
Distance Learning Classrooms
Tandberg / Scopia
Respondus Lockdown Browser / ProctorU
D2L
Help Desk Contact Info
• Phone: (850) 474-2075
• Email:
helpdesk@uwf.edu
• Help Request Form:
– MyUWF > IT Request
Forms > Help Request
Forms
• Self Help:
uwf.edu/helpdesk
Help Desk Phone Messages
Message during Extended Hours/Help Desk and Classroom Technology Support
Monitored by Classroom Technology staff Monday – Thursday, 5pm to 6:30pm:
“Thank you for calling the University of West Florida ITS Help Desk. If you are an
instructor calling from a classroom and need assistance with the technology, please press
4 now, and you will be transferred to a representative who can assist you. For all other
issues, please remain on the line.”
Message during Extended Hours/Help Desk Support Provided - Monitored by on-call
staff Monday – Thursday, 5pm to 10pm:
“You have reached the University of West Florida ITS Help Desk outside of our regular
hours. Please leave a brief description of the problem you are experiencing and be sure to
include your name, username, and a number where you can be reached. A member of the
Help Desk will return your call as soon as possible. Thank you.”
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After caller leaves message, on-call cell phone is notified. Calls are returned within the
hour (usually within a few minutes, depending upon call volume).
Help Desk Phone Messages
Message During Closed Hours (Monday – Thursday, 10pm to 8am and Friday 5pm to
Monday 8am): Monitored for critical system outages 24/7 by on-call staff.
“Thank you for calling the University of West Florida ITS Help Desk. We are currently
closed. If you are calling to report a system outage, please press 2. For all non-emergency
issues, please remain on the line.”
“You have reached the ITS Help Desk after hours mailbox. Please leave a brief description
of the problem you are experiencing and be sure to include your name, username, and a
number where you can be reached. A member of the Help Desk will respond to your
message during the next regular business day. Thank you.”
Discussion,
Suggestions,
Questions?