Initial Assessment: A district-wide Help Desk is housed at the district office and staffed by two full-time employees during regular business hours.  Requests for assistance can be made by phone, email, or web. Assistance is provided to students, employees, and community members to access PeopleSoft, approved learning management system, email, Los Rios Google apps, and other district-wide software.  While the service delivered is high quality, the scope of services is extremely resource constrained. The colleges are responsible for providing assistance to college-specific technology and software.  The CampusWorks assessments determined that many students are unaware of how to seek district or college technology assistance and that those seeking assistance are frustrated at lack of immediate services during non-business hours.  Support is inconsistent between services and among colleges as different service delivery models and service tracking tools are used.  The ability to easily access support services is especially important for students who lack access to those types of services where they live or work.  The Online Education Initiative (OEI) provides 24/7 help desk services to support students and faculty using Canvas.  Plans:

  1. Publicize district Help Desk services and expectations by creating and distributing informational documents to better communicate Help Desk services.  The documents should include information about all available technical resources (college, district, and vendor/publisher) and their available hours and contact information.
    1. Lead(s): DOIT Production Services and College IT
    2. Funding Sources: Existing resources
    3. College and District Roles: District and college IT staff will identify available Help Desk type services at their sites.  DOIT with input from the colleges will create and distribute information to better communicate Help Desk services.
  2. In coordination with colleges, DOIT and District Research will create and administer a student satisfaction survey, specifically focused on Help Desk services. 
    1. Lead(s): DOIT Production Services, District Research, and College IT
    2. Funding Sources: Existing resources
    3. College and District Roles: With input from DOIT staff and college representatives, District Research will develop and administer required survey and report outcomes to DOIT and college IT staff.
  3. Evaluate options to expand Help Desk hours of service, including additional staffing and/or outside services to better respond to user requests during high volume periods and during non-business hours.
    1. Lead(s): DOIT Production Services and College IT
    2. Funding Sources: Existing resources for evaluation, one-time and/or on-going Program Development Funds depending on selected option(s) to expand Help Desk services
    3. College and District Roles: DOIT with input from college IT staff will review options for expanded services and make recommendations on next steps.
  4. Complete implementation of a Help Desk ticketing, service tracking, and incident reporting tool currently in the initial stages of implementation.  The tool will provide improved tracking handling, and reporting open incidents, closed incidents with action results and volume of incidents over time for each specific component of districtwide software applications and infrastructure.
    1. Lead(s): DOIT Production Services and College IT
    2. Funding Sources: Existing resources
    3. College and District Roles: DOIT will complete implementation of the Help Desk system and request feedback from college and district end-users in order to adjust system as needed to improve tool use outcomes.

Indicators of Success: 

  1. Information on how to access district-wide Help Desk services is easily available to students, employees, and community members during extended times.
  2. Regular surveys of all end-users provide feedback on satisfaction with Help Desk services and how to improve service delivery.
  3. Positive survey results are consistently achieved with regular and increasing satisfaction levels for students, faculty, and staff.