ITS Help Service Desk Portfolio 2015

ITS Help & Service Desk Portfolio
2014
Philipose, Ruby R, IT Manager

The University of Texas at Austin, Information
Technology Services, Customer Support
Services
1|Page

Terminology
ITS Help & Service Desk Portfolio
Table of Contents
Contents
Help Desk Terminology ................................................................................................................................ 3
About the ITS Help & Service Desk .............................................................................................................. 4
ITS Help & Service Desk Training ................................................................................................................. 8
ITS Help & Service Desk Reporting .............................................................................................................. 9
ITS Help & Service Desk Annual Report ................................................................................................... 9
ITS Help & Service Desk Monthly Sample Report ................................................................................. 16
ITS Help & Service Desk Weekly Status Report ..................................................................................... 18
(Actual) College of Natural Sciences Report.......................................................................................... 21
(Actual) Annual Report for College of Liberal Arts ............................................................................... 24
ITS Help & Service Desk Agent Reporting.................................................................................................. 26
Weekly Student Consultant Report ....................................................................................................... 26
Help Desk Representative Reports ........................................................................................................ 28
HD Rep Fall 2014 Report .................................................................................................................... 29
Call Monitoring & Agent Report Cards are done monthly for every Agent ......................................... 31
Employee Satisfaction ................................................................................................................................ 34
Current/ Future Initiatives ......................................................................................................................... 36
2|Page
About the
ITS HD&SD
Help Desk Terminology

Incident Management: term describing the activities of an organization to identify, analyze, and
correct hazards to prevent a future re-occurrence. These incidents within a structured organization are
normally dealt with by either an Incident Response Team (IRT), or an Incident Management Team. Types
of Incidents are trouble tickets, non- IT service requests, and IT service provisioning requests.
KPIs: (Key Performance Indicators) - Continuous improvement requires that each process
needs to have a plan about how and when to measure performance. While there can be no set guidelines
for the timing of reviews; the how question can be answered with metrics and measurements
FCR: (First Contact Resolution or First Call Resolution) - is considered to be the most
important metric according to many customers. If a customer calls in and has their issue resolved before
the call ends, this counts positively toward first contact resolution. It's not hard to see why this is
important to a customer: they want their issue resolved as quickly as possible with as little intervention
on their part. If a customer has to be transferred to another office, if their trouble ticket needs to be
referred to another group, or if the customer has to contact us again about the same issue then we
haven't resolved their issue at first contact.
CSI: (Customer Satisfaction Index) When you resolve a trouble ticket, the customer is sent
a survey asking them to rate their experience with the Help Desk. On a scale of 1 (very dissatisfied) to 5
(very satisfied), they are asked to rate their satisfaction.
ASA: (Average Speed to Answer) tracks how long it takes a customer must wait between the
time they dial our phone number and the time they reach a
consultant on the other end of the line. If you have waited on
hold for customer service, you can attest to how aggravating
long hold times can be.
SME: (Subject Matter Expert) - is a person who is an

authority in a particular area or topic.
Re-queued Calls: when a call is not picked up it queues it

to the next agent
Copyright 2014 CA. All rights reserved
3|Page
About the ITS Help & Service Desk
Purpose
The ITS Help Desk provides students, faculty, staff, alumni, and guests at The University of Texas at Austin
with a centralized point of contact for computer help, questions concerning ITS services, and the support
for the universitys business operations.
What do we support?
What
Links
ITS Products and Services
http://www.utexas.edu/its/whatweoffer/
Business Operations of the University
https://www.utexas.edu/students/
https://www.utexas.edu/faculty/
https://www.utexas.edu/staff/
Personal Machines ( no hardware/best effort)
Windows
Macs (OSX)
Linux (coming soon)
IT Departmental Referrals/Escalations
Directory of all IT Departments on campus
Hours of Operations
Service Desk
Phone and Email Support
Monday through Thursday, 8 a.m. to 10

p.m.
Friday, 8 a.m. to 6 p.m. and Weekends:
noon to 5 p.m.
Monday through Friday, 8 a.m. to 6 p.m.
Flawn Academic Center (FAC) L
4|Page
Help Desk Staffing

Roles
Support Role
Job Description
Help Desk
Specialist
Tier ii
Level 2 Subject Expert Matter on ITS Services, Liaison to

Tier 3 support, reporting, root cause analysis,
documentation, CRM contact, and other duties as
assigned.
Help Desk
Representative
Tier i/ii
Level 2 Subject Expert Matter on ITS Services, and Tier i

support for phones, service desk, and email-when on
phones they are more geared to faculty and staff support
Help Desk Shift

leader
Tier I
student/operational
A Senior Consultant supervises the operations of the help

desk, in addition to performing Tech and Consultant
duties. They manage staffing and match resource to
demand. The report IT outages or service degradation.
Help Desk Tech
Tier i student
Student position performing Consultant duties plus: nextlevel password resets, desktop queue shifts, peer
coaching and training, and wiki/project work and when
on phones they are more geared to student and guests
support
Help Desk
Consultant
Tier i student
Student position that does Tier i support when on phones

they are more geared to student and guests support
Help Desk
Trainee
Tier i student
Student Probationary position that is being trained on

help desk consultant tasks
Help Desk Team

Lead
operational
Quality Control Specialist that oversees consultant

performance, metrics, reporting and call monitoring for
all level 1 or student staff.
Tech Editor III
operational
Oversees the knowledge management at the help desk

for both the wiki and public pages
Training
Specialist II
operational
Oversees training, process improvement, hiring, and

scheduling at the help desk
5|Page
Help Desk Operational Software/Tools
Footprints
The ticket tracking system that we use in order to view and respond to
customer emails. Consultants also use it to create tickets after every call that
they take for monitoring and communication purposes.
T-Metrics Agent
tool
T-Metrics ACD is the new Automated Call Distributor that is in place since
January 8, 2009 for Help Desk Consultants and Staff. This is the software we
use to direct calls to available consultants and measure our progress with Tmetrics reporting which is live and ad-hoc.
Help Desk Wiki
Our internal Knowledge base
Help Desk Metrics

Tools
Displays reporting metrics by agent for a period of time at the ITS Help Desk
Desktop Viewer
Remote software can only navigate with mouse cannot take full control. Active
Directory authenticated.
(Bomgar)
Help Desk Metrics Tool
ITS Desktop Viewer (Bomgar)

http://support.its.utexas.edu/
GMT Planet
Workforce
Management
Software
is an enterprise-level workforce management solution which the ITS Help Desk

& Service Desk currently uses to handle employee scheduling.
Other tools are used that are attached to IT services. (for example: EID Admin tool for EID
password reset/lookup, and Email look up tool for Office 365/ on-Premise)
6|Page
60 Second Call Response SLA

According to the Help Desk SLA , we endeavor to answer 75% of our phone calls within 60 seconds. This is
strongly related to the ASA metric above, and determined in much the same way. We don't want
customers to have to wait more than 60 seconds to speak to a human.
The Help Desk's SLA with Customer is to: answer 75% of phone calls within 60 seconds.
ACD Reporting:
Below are the types of call center reports we can generate from T-metrics.
1.
2.
3.
4.
5.
6.
7.
Total calls per agent or per skill

Call Response SLA
Unanswered Agent Calls
Queue Holding Times
Non-Available Times
Abandoned Calls
Agents Status Report
3000
2000
1000
Shortest Wait
16:00
8:00
Avg Wait
12:00
19:00
9:00
16:00
7:00
14:00
10:00
17:00
Numbers of Seconds c ustomer are

waiting in the queue
Queue wait times
Shortest Wait
Longest Wait
Tuesday
Wednesday
ThursdayFriday
Saturday
7|Page
Training
OntheJob
Incident
Handling
TopServices
Communication
Customer
Service
Introduction
ITS Help & Service Desk Training

The Help Desk Training program is meant to introduce new Help Desk employees to the
environment at the Help Desk and prepare them to handle our customers in a professional and
knowledgeable manner.
Average time for training: 4-6 weeks for student employees who average to work 19 hours a week.
Average time for training for full time employees is 3-4 weeks.
On the Job
Incident
Handling
Top Services
Communication
Customer
Service
Introduction
Our training is cut up into 6 phases:

Introduction Phase: learn about the ITS organization, tour of the desk, who are we, learn about
online tools, HR Policies & procedures, Help Desk policies, and training expectations & responsibilities.
Customer Service Phase: We have adopted a customer service training program called We Care.
We talk about active listening, customer perception, dealing with customer stress behavior, dealing with
difficult customers, and how to prepare for consistent professional service. (Activities of stress behavior
identifications are done)
Communication Phase: We address written communication such as ticket writing and email
responses, we also talk about verbal and nonverbal communication. We address salutations and
understanding our audience. (Practice emails are reviews)
Top Services Phase: We teach on ITS Services and non-its services, we talk in depth about EID,
Networking, Email, Learning Management Systems, Telephone, Storage and Software Distributions and
Sales which are all high volume services at the ITS Help & Service Desk. They learn the help desk tools that
is used for each service. (There is a training session from each SME, and assessment that is given and
graded.)
Incident Handling Phase: They learn the concept of incident management, they learn to record,
analyze, escalate and document incidents. They also learn knowledge base management in regards to
navigating through and updating content.
On-the-Job Training Phase: On-the-Job Training phase is not only the last step in training, it is
where you take everything you have learned and apply it to the job you will be performing. You will begin
in email tickets and end in either Phones training or Service Desk training, increasing in independence and
growing in confidence is what we are looking for. (Shadowing 50 calls/30 emails)
8|Page
ITSHelp&ServiceDeskReporting
ITSHelp&ServiceDeskAnnualReport
ITSHelp&ServiceDeskMonthlySampleReport
Reporting
ITS Help & Service Desk Reporting

ITS Help & Service Desk Annual Report
ITS Help Desk Annual Report 2013-14
Executive Summary
This report provides a summary of metrics describing the performance of the ITS Help Desk &
Service Desk in 2013-14. Included are productivity metrics, key performance indicators, and
customer feedback.
In 2013-14, the ITS Help & Service Desk supported many new technologies and operations that
generated a large increase in customer demand. Office 365, VoIP, WebSpace Retirement, and
Active Directory Refresh were among the many project rollouts we supported this year.
Throughout, the ITS Help & Service Desk still managed to improve many of its metrics, improve
first contact resolution, and sustained the customer satisfaction surveys. Our focus next year is
to do more quality assurance activities that will help boost service quality and operational
excellence. We strive to be the experts on technology and on our customers; the students,
faculty, and staff of the administrative and academic units. Our vision for campus is to be a one
stop shop that provides outstanding service for all. We continue to work hard by doing a
thorough review and update of publicly-available support documentation, training, reporting,
process improvement, quality assurance, and most importantly by keeping a customer focused
culture. We consider it a great opportunity to serve campus so that we can change the world
together.
9|Page
Productivity Metrics
In 2013-2014, the ITS Help & Service Desk had over 117,000 contacts last:
71,369 incidents in FootPrints (+7% than last year) [* Data from BMC FootPrints]
63,936 phone calls (+7% than last year)
[* Data from T-Metrics Reporting on all inbound and outbound calls]
o Call Handling Time Average of 6 minutes and 5 seconds
o A Total Talk Time of 304,000 minutes
17,500 service desk customers (+31%, than last year)

31,000 email
[* Data from BMC FootPrints ]
3,500 Direct Entry [* Data from BMC FootPrints ]
1,250 Web Form [* Data from BMC FootPrints ]
[* Data from Monthly Reporting]
Total Contacts: 117,000
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Ticket Customer Demographic

faculty
11%
28%
10%
2%
affiliate
alumni
non-affliated
18%
31%
*University Affiliate: not

employed by UT but still
affiliated. e.g.: former
employees, former
students, prospective
students
*Non-Affiliated: e.g. job
applicant, parents, visitors,
UIL Students, etc..
staff
student
Tickets from Academic Units
TOTAL TICKETS FROM COLLEGES & SCHOOLS

4000
3500
3000
*All Students, Faculty, and Staff
2500
2000
1500
1000
Number of Tickets
500
0
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Key Performance Indicators
Key
Performance
Indicators
FCR
2011
2012
2013-2014
Goals
70.00%
79.00%
81%
83%
CSI
4.63
4.69
4.65
5.0
Abandon Rate
9.12%
7.75%
8.30%
5%
79.29%
79.44%
75.00%
69.2 seconds
70 seconds
60 seconds
60 Second SLA
80.27%
Compliance
Rate
Average Speed 58.57 seconds
to Answer
(ASA)
First Contact Resolution

First Contact Resolution (FCR) Rate captures the percentage of customer contacts that are resolved
without the customer needing to call or write back to the ITS Help Desk. This KPI is considered one of
the most important customer satisfiers. Overall FCR 81%.
FIRST CONTACT RESOLUTION

2011
2012
2013-14 (Aug2013-July 2014)
ITS HD Goal (80-85%)
Industry Average from HDI (2013)(72%)
Peer Institutions (73%)
100.00%
90.00%
94.00%
89.00%
81.00% 80.00%
80.00%
80.00%
77.00% 78.00% 79.00% 79.00%
77.00%
75.00% 74.00%
70.00%
60.00%
50.00%
12 | P a g e
Average Speed to Answer

Average Speed to Answer (ASA) reflects, in seconds, the average time a customer must wait on hold in
order to speak to an ITS Help Desk consultant. Our peak times are at the beginning of every semester
and during any new IT service role out. We have hired more full time staff to cover the operational
hours so that we can alleviate the wait times. Overall 70 seconds.
AVERAGE SPEED TO ANSWER

2011
210
190
170
150
130
110
90
70
50
30
10
2012
2013-14
186
126
96
79
68
117
94
42.5
41
34
20.5
29
Customer Satisfaction Index

Customer Service Index (CSI) Score shows, the surveys taken by our customer about our service. We
were able to provide an overall score of 93% (4.6) for the satisfaction index.
CUSTOMER SATISFACTION INDEX

2012
2013-2014
4.9
4.8
4.7
4.6
4.64
4.69
4.68
4.74
4.67
4.63
4.74
4.63
4.57
4.7
4.6
4.8
4.75
4.71
4.7
4.71
4.7
4.64
4.61
4.7
4.69
4.5
4.4
4.41
4.3
4.2
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4.71
4.67
Customer Survey Comments:

I was most impressed with the competence,
efficiency and courteousness of David. He
completely solved my problem in a short amount of
time.
-Professor Emeritus, Department of Civil,
Architectural and Environmental Engineering,
Cockrell School of Engineering College of Engineering
Excellent service. The ITS help desk

staff treated me like a valued Alum.
Very happy to send my annual
contribution to UT.
-Alumni
Technician was great!

Professional, informed and
very pleasant.
Siena was great and
provided wonderful
customer service. She
was very professional
and responsive.
-Staff, Division of
Diversity and
Community
Engagement
-Faculty, College of Fine Arts
Khubyar was very friendly and helpful. I very

much appreciate that he understood my problem
and not only helped me solve it but offered me
advice on another issue that I brought to his
attention. I am of the opinion that our ITS
department is one of the best I've ever had the
pleasure to work with.
-Student
This is a huge load off my mind! I had not

been able to use my email account for
several days. Samuel walked me through
the steps to fix the problem. Thanks
-Staff, Texas Archeological Research
Laboratory, College of Liberal Arts
Entered on 2013-08-06 at
11:10:51 CDT (GMT-0500) by
seancline@gmail.com:
An excellent example of a
well-run and effective Service
Desk! Thanks very much for
the expedient assistance. HDI
FTW!
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IT SERVICES SUPPORTED
IDENTITY AND ACCESS MANAGEMENT (IAM)
20346
HELP DESK TIER I SUPPORT
11600
E-MAIL AND MESSAGING
9529
NON-IT RELATED
5010
PUBLIC NETWORKS
5009
COURSEWARE
4601
SDS, CAMPUS COMPUTER, FOOTPRINTS
3880
MAINFRAME
3773
VOICE COMMUNICATIONS INFRASTRUCTURE & 1547

STORAGE
986
COLLABORATIVE TOOLS
789
IDENTIFICATION CENTER (ID CENTER)
780
DORM NETWORKS (RESNET)
683
MITS SUPPORT
506
CAMPUS NETWORK
413
SYSTEM MANAGEMENT
410
UT DIRECT (APPLICATIONS & SYSTEMS)
285
WEB HOSTING
258
INFORMATION SECURITY
190
PUBLIC SAFETY: BUILDING SECURITY, 146

BACKUP SERVICES
134
DEPARTMENT NETWORKS
131
ACCOUNT PROVISIONING
69
VIRTUAL SERVICES
51
LABS AND ROOMS
46
DATA CENTER
46
DATABASE SERVICES
28
REPAIR SHOP
22
SPECIAL EVENT AND AUDIO/VISUAL SUPPORT
20
ACCOUNTING
19
EXTERNAL NETWORKS
17
APPLICATION DEVELOPMENT TOOLS
13
MONITORING
LOAD BALANCING
AUTHORIZATION AND WORKFLOW TOOLS
CABLING AND CONSTRUCTION
CELLULAR INFRASTRUCTURE
INFORMATION ANALYST/SOFTWARE DEVELOPER 1

0
5000
Grand Total
10000
15000
20000
25000
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ITS Help & Service Desk Monthly Sample Report
November 2014 Report

Name of Service
Network
Number of
Tickets
1293
Help Desk
Resolved
371
70
97
94
43
87
71
27
3
22
79%
93%
76%
620
102
25
1376
541
90
12
1360
79
12
13
6
88%
88%
48%
99%
Storage
LMS
Collaborative
Tools
Email
Telephone
Building Security
IAM
Tickets Escalated Resolution

Rate
42
89%
FOOTPRINTS TICKETS FOR NOVEMBER 2014

Help Desk Resolved
Tickets Escalated
Automated Tickets to Tier 3
3
7
880
6
1360
106
42
371
9
27
43
3
87
1
22
71
541
0
12
90
0
13
12
16 | P a g e
Ticket Breakdown by IT Service

Network
Top issues : network disables (~145), connecting devices to restricted.utexas.edu or Resnet ports (~83),
clearing non-payments (~47), questions about bandwidth usage and upgrades (~42), reports of poor
connectivity (~15), questions about eligibility and guest access (~12), departmental networking issues and
switch access (~9), setting up VPN (~7), Gigabit Ethernet upgrades (7), UTnic (4), and Campus Computer
Store networking in MAI (3).
Reasons for Escalations to Tier 3: Common escalations included 175+ Resnet issues (WAPs down, Ethernet
port upgrades, Ethernet ports not working, poor signal strength reports, port mislabels, damaged ports,
switch port errors); others included increasing concurrent logon limits, concurrent logon disables, bugs in
internal systems, ISO security advisories, modifying DNS records, enabling departmental ports, WAP
installation, use of internal TSC tools, firewall configuration, and switch access.
Top Customers for Network

ChemE, 5, 2%
DDCE, 5, 2%
OTS, 5, 2%
Athelitics, 6, 2%
MERC, 6, 2%
ISO, 7, 3%
ITS Applications, 7, 3%
ITS CSS, 7, 3%
LAITS, 7, 3%
TRECS, 7, 3%
ATS, 54, 20%
Chemistry, 8, 3%
Networking, 37, 14%
PMCS, 8, 3%
ECE, 9, 3%
UDC, 30, 11%

Systems, 27, 10%
Facilities , 9, 3%
University of Texas
Libraries, 10, 4%
CNS, 15, 6%
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ITS Help & Service Desk Weekly Status Report

ITS Help Desk Status Report: 11/16/2014 to 11/22/2014
TOP SERVICES
11/16/2014
11/9/2014
11/2/2014
10/12/2014
10/5/2014
9/28/2014
9/21/2014
9/14/2014
9/7/2014
9/2/2014
8/24/2014
8/17/2014
8/10/2014
8/3/2014
7/27/2014
7/20/2014
7/13/2014
6/15/2014
6/8/2014
6/1/2014
5/25/2014
4/20/2014
4/13/2014
4/6/2014
3/30/2014
3/23/2014
3/16/2014
3/9/2014
2/23/2014
2/16/2014
2/9/2014
2/2/2014
1/19/2014
1/5/2014
389
300
32 55 185
129
2018
459
30 38 289 89
102 17
310
41 49 219 107
160
10
446
29 64 218
147
1118
403
38 73 25
166
72 14
325
47 63 2315
174
83 16
552
52 73 2419
234
125 25
612
59 76 3741
250
200
45
399
79
115 32
273
97
89
610
71 113 31
297
109 61
1146
59 116 45
539
162
237
476
55 114 42
226
161
110
439
14 54 28 101
240
49
317
16 59 280 80
35
346
24 56 22 55
101 12
319
20 49 38 35
128
10
155
19
60
25
55
45 30
282
19 75
33 41
56 21
300
27 69 26 60
60 21
318
15 57 32 32 50 14
250
25 70 22 27 155
311
16 41 18
95
44 7
455
15 47 31
211
39 12
250
22 55 11
93
44 18
230
26
70
23
69
27 16
227
17
74
30
84
419
20 47 22
92
300
20 42 30 29
282
40 48 23
110
260
40
73
33
127
320
41
68
91
104
288
40
63
40
88
332
29
73
49
84
250
6 55
23 30
339
477
383
378
426
462
522
448
432
540
536
502
399
429
427
350
380
421
398
500
308
290
426
330
374
397
311
367
408
350
318
314
300
0%
EID
10%
ITS Help Desk
20%
30%
SDS
40%
Mainframe
50%
Office 365
60%
AEMS
70%
80%
90%
Network
UTMail
Canvas
*ITS Help Desk means Tier I troubleshooting & UT Business Operations

* UTMail is high because we partnered with Texas Exes on migration to UTMail.
18 | P a g e
100%
The Help Desk processed 1172 tickets last week and the Help Desk answer 797 calls
Customer Contacts
3000
2735
2500
19321911
18501821
1712
1693
1649
1567
1457
1412
1367
1341
1500 1360 13641343
1321
1310
1306
1302
1298
1291
1274
1268
1250
1234
1233
1223
1213
1200
1196
1181
1173
1172
11671122
1116 1156
10831105 1063
1063 1086
1055
1048
1028
1013 964 966
944954
927 880 852
922
917
893
868 840
843 795767776
1000
819797
811771
795 770
758 818 748763
619
600
565
2000
500
0
Incidents
Phone Calls
First Call Resolution

HD Goal 85%
82.00%
78.00%
79.00%
80.00%
76.00%
80.00%
79.00%
82.00%
79.00%
82.00%
84.00%
83.00%
81.00%
80.00%
80.00%
84.00%
88.00%
89.00%
96.00%
94.00%
95.00%
94.00%
92.00%
78.00%
75.00%
78.00%
76.00%
80.00%
84.00%
81.00%
11/9/2014
10/26/2014
10/5/2014
9/21/2014
9/7/2014
8/24/2014
8/10/2014
7/27/2014
7/13/2014
6/29/2014
6/8/2014
5/25/2014
5/5/2014
4/20/2014
4/6/2014
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
First Call Resolution
FCR was 82%

19 | P a g e
Average Speed to Answer (ASA)

Goal is 30 seconds
1/5/2014
1/12/2014
1/19/2014
1/26/2014
2/2/2014
2/9/2014
2/16/2014
2/23/2014
3/2/2014
3/9/2014
3/16/2014
3/23/2014
3/30/2014
4/6/2014
4/13/2014
4/20/2014
4/27/2014
5/5/2014
5/20/2014
5/25/2014
6/1/2014
6/8/2014
7/6/2014
7/13/2014
7/20/2014
7/27/2014
8/3/2014
8/10/2014
8/17/2014
8/24/2014
9/2/2014
9/7/2014
9/14/2014
9/28/2014
10/5/2014
10/12/2014
10/26/2014
11/2/2014
11/9/2014
11/16/2014
350
316
300
250
212200 200
200
150
148
145.5
132.9
130122
127.7
117
112
110119
100 115
94
88
82.5 65
78.7
64.5
62
59
58
56.8
50
49 37 38 35 38.5 44
48.632 40 35
39 39
38 32
24
0
Average Speed to Answer (in seconds)
Goal
The Help Desk ASA was 32 seconds
Customer Satisfaction Index (CSI)

HD Goal is 5.0
4.74.64.84.94.54.64.64.64.64.64.74.8
4.4
4.8
4.54.64.74.54.74.74.54.5
4.8
4.34.5
4.74.634.74.64.74.8
4
3
2
Customer Service Index
Customer Service Index
The CSI was 4.8
20 | P a g e
(Actual) College of Natural Sciences Report
Ticket Overview
Total Tickets for CNS in 2014: 3958
Total tickets resolved by ITS Help Desk: 2877 (73% Resolution Rate)
Total tickets resolved by ITS University Data Center: 121
Total tickets resolved by ITS Systems: 361
Total tickets resolved by ITS Applications: 102
Total tickets resolved by ITS Networking and Telecomm: 202
Total tickets resolved by Information Security Office: 18
Total tickets send to CNS Help Desk for Resolution: 48
Top Services by Affiliation

Blackboard
faculty
staff
student
Active Directory
staff
student
AEMS (Austin Exchange Messaging Service)
faculty
staff
student
Austin Disk Services
faculty
staff
student
Box
faculty
staff
student
Canvas
faculty
staff
student
Identity Management and EID Administration
affiliate
faculty
210
143
31
36
40
36
4
76
17
54
5
43
7
29
7
47
22
23
2
207
139
34
34
254
1
44
21 | P a g e
staff
student
ITS Help Desk Tier I Troubleshooting
affiliate
faculty
staff
student
Mail Filtering Service
faculty
staff
student
Mainframe support
faculty
staff
student
Office365
affiliate
faculty
staff
student
Software Distribution & Sales
faculty
staff
student
Two-Factor Authentication
faculty
staff
student
UT Lists
faculty
staff
student
UTMail
faculty
staff
student
VoIP (Project)
faculty
staff
student
Wireless public networks (central)
affiliate
faculty
staff
student
169
40
365
2
108
149
104
95
42
50
3
293
2
287
4
207
1
45
152
9
75
24
30
21
41
7
28
6
72
9
59
4
107
46
45
16
154
30
123
1
110
2
17
38
53
22 | P a g e
Top Services
Top Services for CNS Incidents
UT Web
Campus Computer Store
UNIX storage
Networks for Departments
Directory Services
SmartVoice Voice Mail
TN3270
UTBackup
Green Output
Building Security System Services
Virtual Servers
Managed Server Support
FootPrints
UT Direct
Telephone Service
Web Central
University Blog Service
Virtual Private Network (VPN)
TID Printing
Wikis
Managed Desktop and Lab Support
WebSpace
UT Voice Mail (UTVM)
Active Directory
UTLogin
Box
UT Lists
MATLAB
ID Center
UTMail
Data Center Co-location Services
VoIP (Project)
Office365
Canvas
Blackboard
Mainframe support
ITS Help Desk Tier I Troubleshooting
10
10
11
11
12
14
15
16
16
16
18
18
18
20
20
21
25
27
31
33
34
36
39
40
41
42
43
47
72
73
75
76
81
95
107
110
125
154
207
207
210
254
293
365
0
50
100
150
200
250
300
350
400
23 | P a g e
(Actual) Annual Report for College of Liberal Arts
Ticket Overview
Total Tickets for LA in 2014: 3434 (8 tickets still open)
Total tickets resolved by ITS Help Desk: 2779 (83% Resolution Rate)
Total tickets resolved by ITS University Data Center: 90
Total tickets resolved by ITS Systems: 229
Total tickets resolved by ITS Applications: 76
Total tickets resolved by ITS Networking and Telecomm: 83
Total tickets resolved by Information Security Office: 13
Total tickets send to ATS or LAITS Help Desk for Resolution: 37
*some tickets were sent to CTL since we have a partnership with them.
Faculty Top Services

Blackboard
ITS Help Desk
Canvas
Office365
UTMail
Box
WebSpace
VoIP (Project)
UNIX storage
UT Lists
UTBackup
Incident Handling & Response Service
ITS Survey
Wikis
244
239
155
85
85
45
45
39
32
29
24
17
14
11
10
10
10
8
8
7
6
6
6
5
5
0
50
100
150
200
250
300
24 | P a g e
Staff Top Services

Mainframe support
ITS Help Desk
Office365
Data Center Co-location Services
Blackboard
Canvas
UT Lists
VoIP (Project)
UTMail
Box
UTLogin
TID Printing
Active Directory
ITS Survey
ID Center
Wikis
O365 Rollback
WebSpace
UT Print
TRAC
FootPrints
UTBackup
Web Conferencing
Web Central
Green Output
UNIX storage
Telephone Service
Managed Server Support
Incident Handling & Response Service
VoIP (Legacy)
Virtual Servers
UT Direct
TN3270
MATLAB
Long Distance Service
Directory Services
Building Security System Services
201
129
114
104
89
58
57
50
49
39
36
33
26
21
21
20
20
20
17
16
16
15
14
13
12
12
11
11
10
10
10
10
9
9
9
7
7
6
6
6
6
5
5
5
5
5
5
5
5
0
50
100
150
200
250
25 | P a g e
Khubyarwasveryfriendlyandhelpful.Ivery
muchappreciatethatheunderstoodmyproblem
andnotonlyhelpedmesolveitbutofferedme
adviceonanotherissuethatIbroughttohis
attention.IamoftheopinionthatourITS
departmentisoneofthebestI'veeverhadthe
pleasuretoworkwith.
Student
Agent
Reporting
Effective
Communication
Utilizing correct
Resources for
Solution
Hold Times
E-mail Etiquette
Populating EID
Correct
Category
Notes
Documentation
Greeting/Closin
g
Correct
Troubleshooting
steps
Escalation
Process
CSI
FCR
ASA
Re-queued Calls
Attendance
Total Calls
Total Tickets
Metrics Review
Active Listening
Ticket Review
Courtesy
Call Monitoring
ITS Help & Service Desk Agent Reporting
Prioritizing the
ticket correctly
Correct Solution
The model above are the things we look for and measure for every agent that works for the ITS Help &
Service Desk.
ITS Help & Service Desk Metrics Goals by Agent
CSI
ASA
FCR
Re-queued Calls
Rating
4.9 or >
3 or < seconds
90% or higher
3 or < calls per year
Exceeds
4.7-4.8
4 seconds
86%-89%
4 calls per year
Commendable
4.5-4.6
5 or 6 seconds
80%-85%
5-6 calls per year
Meets
4.4-4.0
7-8 seconds
70%-75%
10 calls per year
Need Improvement
3.9 or below
9-10 seconds
70% below
11 call per year
Does not meet
Weekly Student Consultant Report

Here are the metrics for the week of 11-30-14:
26 | P a g e
Tickets Tracked
Total Calls
1132
799
FCR (%)
78.23
ASA
CSI
4.46
4.66
If you are curious as to what the metrics mean --- you can check the wiki:
https://wikis.utexas.edu/display/helpdesk/On+Metrics
Consultants
LAST NAME
FIRST NAME
TICKETS TRACKED
TOTAL CALLS
FCR (%)
ASA
CSI
BANKOLE
ABRAHAM
43
45
90
COLEMAN
STEVEN
12
70
KLEIN
DANIEL
139
46
70
4.5
LUTZ
JONATHAN
46
39
86
MOESSINGER
TAYLOR
OLIVO
VICTOR
48
37
78
4.25
PANDYA
KAVINA
18
19
100
PLUNKETT
JENNIFER
58
57
94
RAMOS
CHRIS
13
92
RASHID
BUSHRA
23
21
91
REDSUN
ALYSSA
27
62
4.65
TRAN
JONATHAN
UVALLE
CADIA
63
46
85
4.67
TEAM
SUMMARY
490
331
81.04
4.74
4.72
Student Technicians
LAST NAME
FIRST NAME
GOODMAN
JOHNSON
KHAN
NIZAM
ROSIJI
VAWDA
TEAM
ZACHARY
JAVONTE
USAMA
NIDI
EBENEZER
SARA
SUMMARY
TICKETS TRACKED
TOTAL CALLS
FCR (%)
ASA
CSI
72
30
44
10
13
14
183
13
33
30
13
9
11
109
60
93
75
100
92
85
75.39
7
6
5
5
2
5
5.29
5
5
5
27 | P a g e
Help Desk Representative Reports

Date
Name
Requeued
Tickets
Total
FCR
ASA
Tracked
Calls
(%)
40
46
82
3
27
31
96
2
59
44
96
2
57
53
82
3
54
47
90
2
57
43
75
2
54
39
79
3
8/3/2014
8/10/2014
8/17/2014
8/24/2014
8/31/2014
9/7/2014
9/14/2014
HS
HS
HS
HS
HS
HS
HS
0
0
0
0
0
0
0
9/21/2014
9/28/2014
10/5/2014
10/12/2014
10/19/2014
HS
HS
HS
HS
HS
0
0
0
0
0
50
39
40
34
45
43
25
27
29
31
82
78
64
68
53
2
2
2
2
2
10/26/2014 HS
52
49
84
CSI
Comments
5
5 half day sick
5
4.5
7
4
5
5
personal
day off
5 personal
day off
OVERALL STANDING:
TICKET PRODUCTIVITY: meets
CALLS TAKEN: meets
FCR: Needs Improvement (79%)
ASA: Commendable
CSI: Exceeds (4.8)
Comments:
H.S.,
Overall you are doing a great job!
So glad you are on the team, Im not too concerned about FCR since you are only a point away from meets.
Thanks,
Ruby
28 | P a g e
HD Rep Fall 2014 Report

Tickets Tracked
Calls Taken
29 | P a g e
ITS Help Desk Agent Call Monitoring Card

Details
HelpDeskConsultant:
Position:
Team:
TeamLeader:
Month/Year:
JoeA
TermResults
OperationalExcellenceTotal
CustomerExperienceTotal
Overall
OverallGrade:
TotalPossiblePoints
8.00
6.00
14.00
7.60
5.65
13.25
A
GradePointSystem
A:1413points
B:1312points
C:1211points
D:11below
Feb15
OperationalExcellence(0.001.00)0DidnotMeetExpectations1MeetsExpectations
Opening
1
2
3
4
FriendlyGreeting
1.00
1.00
1.00
1.00
ObtainEID/ContactInformation
1.00
1.00
1.00
1.00
Communicatedthecustomersjobtitle
1.00
1.00
1.00
1.00
Verifythatthecontactinformationiscorrect
0.00
1.00
1.00
0.00
Total
0.75
1.00
1.00
0.75
5
1.00
1.00
1.00
1.00
1.00
Averages
1.00
1.00
1.00
0.60
3.60
1
2
3
4
5
CallLogandIncidentNumber
134734.00
141221.00
144114.00
151831.00
Didn'tcerifythecontactinformation.Call3
OverallCustomerExperience(0.003.00)0DidnotMeetExpectation1NeedsImprovement2MeetExpectations3ExceedsExpecations
CustomerExperience
1
2
3
4
5
Usedclearcommunicationandactivelistening
3.00
3.00
3.00
3.00
3.00
Confidentinapproachwiththecustomer
3.00
3.00
3.00
3.00
3.00
Identifiedthecustomersstressbehavior
3.00
3.00
3.00
3.00
3.00
Personalizedthecustomersexperience
3.00
3.00
3.00
3.00
1.00
Total
3.00
3.00
3.00
3.00
2.50
Joshcouldhavepersonlizedthecall,andcouldhaveprovidedthecustomerwithmoreinformationonhowtogoaboutadressingherissue.call1
Averages
3.00
3.00
3.00
2.60
2.90
Joshdidntpersonalizethecall,butthecustomerwashardtounderstand.call4
OperationalExcellence(0.001.00)0DidnotMeetExpectations1MeetsExpectations
Troubleshooting
1
2
3
4
Identifiedtherelevantservice
1.00
1.00
1.00
1.00
Askedquestionsrelevanttotheresolutionofthecall
1.00
1.00
1.00
1.00
ResourceUtilization
1.00
1.00
1.00
1.00
Determinethenextstepandcommunicate(referralorclosure)
1.00
1.00
1.00
1.00
Total
1.00
1.00
1.00
1.00
5
1.00
1.00
1.00
1.00
1.00
4
3
2
1
Averages
1.00
1.00
1.00
1.00
4.00
OverallCustomerExperience(0.003.00)0DidnotMeetExpectation1NeedsImprovement2MeetExpectations3ExceedsExpecations
Closing
1
2
3
4
5
Averages
Communicatedfuturecourseofactiontocustomer
3.00
3.00
3.00
3.00
3.00
3.00
Thoroughdocumentationofthecall
2.00
2.00
2.00
2.00
2.00
2.00
ProfessionalticketInformation(Categorization,priority,etc.)
3.00
3.00
3.00
3.00
3.00
3.00
ThankedcustomerforcontactingtheITSHelpDesk
3.00
3.00
3.00
3.00
3.00
3.00
Total
2.75
2.75
2.75
2.75
2.75
Hisendingwashimaskingiftherewasanythingelsethathecoulddo,whichwasreallygood.Iwasn'tabletoseeanysortofdocumnetationonmyscreen,butmaybehewasdoinginonanother.Call1
Wasntabletoseehisscreen.Call3
Hehadalongholdtime,butwasabletoresolvethecustomersproblem.Call5
AgentReportCard
Name
AbeB
Team:
70
CallMonitoring
Metrics
Month
Customer
Operational Experienc
Excellence
e
Re
Queued
Calls
TotalCalls
LEGEND
Total
Tickets
CSI
FCR
ASA
Aug
13.0
15.0
5.0
93
5.5
0.0
57.00
51.00
Sept
13.0
15.0
5.0
87
5.8
0.0
32.50
27.75
Oct
12.0
16.0
5.0
88
5.8
0.0
38.80
35.00
Nov
14.0
15.0
4.9
90
5.4
0.3
33.67
29.83
Dec
14.0
15.0
5.0
90
5.0
1.0
45.00
43.00
Overall
13.2
15.2
5.0
89.5
5.5
0.3
41.4
37.3
Grade
Grade 4.0:Excellent,aboveexpectations
Grade 3.0:Good Performance,meetsexpectations
Grade 2.0:Needsminor improvement
Grade 1.0:NeedsMajorImprovement
GRADESCALE
CallMonitoring
A:1615points
B:1314points C:12points D:11points
CSI
A:5.04.8
B:4.74.5
C:4.44.0
FCR
A:9081%
B:80%75%
C:74%70% D:69%ORBELOW
ASA
A:5.0orbelow
B:610
C:1130
A:0
B:12
C:34
RQCalls
D:3.9ORBELOW
D:5orhigher
Agent Performance - Abe B

CSI
Overall
OVERALLPERFORMANCE
100.0
FCR,89.5
90.0
80.0
5.0
5.0
5.0
4.9
5.0
70.0
60.0
50.0
40.0
30.0
Aug
1
Sept
Oct
Nov
Dec
Overall
Customer
Experience,15.2
20.0
CSI,5.0
10.0
0.0
OperationalExcellence
FCR
FCR
93
90
90
88
87
AUG
SEPT
OCT
NOV
DEC
Ticket&CallProductivity
57.00
51.00
45.00
43.00
38.80
35.00
32.50
27.75
AUG
SEPT
OCT
TotalCalls
CallMonitoring
16.0
15.0
15.0
13.0
13.0
15.0
14.0
15.0
14.0
NOV
DEC
12.0
AUG
SEPT
OCT
OperationalExcellence
33.67
29.83
CustomerExperience
NOV
TotalTickets
DEC
ASA,5.5
ReQueuedCalls,
0.3
Employee
Satisfaction
Employee Satisfaction
According to the ITIL framework, the service desk is considered an entry level position for any IT Service
Management role.
This 2014-2015 calendar year alone we have had 4 employees promoted to higher level positons in ITS
because of their immense knowledge in the services they supported at the ITS Help & Service Desk. One was
promoted to ITS Systems, ASMP, Information Security Office, and even within the help desk.
Our employees all do professional development. I have had 2 employees who have completed and is certified
in SANS Security Essentials Bootcamp Courses, Network Plus Certifications, ITIL certifications, HDI
certifications, and we have other pursing masters degree.
Our student employees have really benefited from working at our ITS Help& Service Desk. We have had so
many testimonials of how they landed jobs with Google, NI, and GM because of their ITS Help & Service Desk
experience.
Recently we had a student employee part our desk and here is what he said:
Holden Smith, senior (12/9/2014)
Hello Helpdeskers,
Disclaimer: Please grab some Kleenex and read in parts as this email will be an emotional read for many if
you.
As you all may or may not know, today is my last day at the Help Desk. I have been a consultant here for one
year, one month and nine days and this has been the best one year, one month and nine days of my life. I
cannot thank each and every one of you enough for the experiences that I've had here and I sincerely hope
that all of you have the opportunity to personally grow from your employment here as much as I have.
The best closing advice I could give to you all is to be confidant. Even if you don't immediately know the
answer to a problem, you have a brilliant team of people and their compounded knowledge to back you up.
Stay in control of your interactions with customers and project with confidence that you and your Helpdesk
team can solve any issue that could be thrown at you.
Don't forget to do eHelps,
Holden Smith, senior
34 | P a g e
Daniel Faerman-alumni (5/20/14)

Hey everyone,
Like all good things, my time here has come to an end. I'm not normally the type of person for formal
farewells, but I am not going to break tradition. I've spent two years working at the Help Desk and I
can honestly say I have enjoyed working with each and everyone of you and I am going to miss
working here!
I want to thank everyone for making me look forward to work every day... even when I thought I
wouldn't make it out of bed on Friday's. Full timers, you guys rock and thank you for making our jobs
easier when things get tough here. Ruby, thank you for everything you do to keep the Help Desk
running. Kayle, thank you for putting up with me when I was handed to you. Dave (and Adam
although he won't see this), thank you for giving me all the support I needed to be successful here.
If you dont already know, I will be returning to my hometown of Houston to work for Tenaris. I will
be an analyst working in financial planning and I am very excited. If you are ever in Houston and
want to catch up or grab a cold one, my door is always open! I wish the best for everyone here and I
hope you find all of the success you are aiming for.
Signing off,
Daniel
35 | P a g e
Current/Future
Involvement
Current/ Future Initiatives

Help Desk is currently involved in the ACD System Replacement project. ACD System is hosted on the legacy
CS2100 telephone switch and provides service to 3 call centers: ITS Help Desk, UHS Nurse Advice Line, and
Facilities Service Center. With the Voice over IP (VoIP) Project completing this FY, we must replace the
existing 6-year-old ACD with a system compatible with the new VoIP switch. Integration with ServiceNow.
We are looking into features like:
ACD/multichannel routing
Chat, SMS
Reporting and analytics
IVR and self service automation
Quality monitoring and reporting
Workforce management (WFM)
Real-time speech analytics
Outbound dialing
Business process automation
Help Desk is planning to take a huge role into the design of ServiceNow. ITIL recommendation is for all
incidents and requests are to run through a centralized Service Desk. Since ServiceNow will contain CMDB,
Service Catalog and most importantly a knowledge base we are looking forward to using this tool to help us
be more automated and efficient for campus support.
Help Desk leadership was invited to be a part of the IT Service Contacts group for BIG 12. This group is
composed of IT Managers who manages a central help desk for schools in the BIG 12. The vision for this
group is to identify common problems or challenges that we are facing, strategies and initiatives used to
combat those challenges, and tools and resources we are using or exploring as options in the future.
Help Desk is in constant contact with peer institutions like Ohio State, Florida, Michigan, and Wisconsin. We
talk regularly and share metrics.
Help Desk is looking forward to support initiatives like ASMP, Service Now, and most all the ever changing
technologies at this university.
36 | P a g e
Departmental Liaisons:
This year it is the ITS Help Desk goals to only understand technology but understand our customers who
serve as IT professionals in the CSUs. We will be doing incident reporting, gathering feedback, be a point of
contact for high profile items, and most of all establish a partnership so that operational excellence is
achieved.
Here are our assignments:
Unit
Liaison
Administrative Units (CFO and Development Office)
Kim Montroy
Athletics
Chris Longoria
ATS/LAITS
Ruby Philipose
CNS
Kate Russell
Cockrell School of Engineering
Russell Conley
College of Education
Joshua Alcala
DHFS
Lindsay Walker
Fine Arts, College of
Andrew B Coyle
Information School
Mallory Walker
Jackson School of Geosciences
Thomas Pearce
Law School
Karyn Kondoff
McCombs School of Business
Kate Christiansen
MITS
Mallory Walker
Moody College of Communication
Ben Ernst
37 | P a g e
Unit
Liaison
Nursing
Benjamin Ernst
Pharmacy, College of
Justin LaSelva
School of Architecture
Hutton Supancic
38 | P a g e
Help Desk Goals 2014

2014
Personalized Customer
Service
Quality
2013
New Help Desk Infastructure& Standard
Operating Procedure
2010-2012
Steps we have taken to complement our goals.
2010-2012
2013
2014
New Help Desk Structure

New Job Descriptions
New Attendance Policy
New Attendance Adhereance
Enforcement
New Training Program
ACD Queue management redesign
New service desk
website content management on
wiki and public pages
Better Management staff ratio due
to the creation of team lead role
Better Metric Driven Reporting
Agent Score Cards

In Depth Training led by Students
Canvas Traning
Help Desk Town Halls
Formal Ticket Review
More Focused Departmental
Support
Redid Surveys
Weekly Team Lead Meetings
Intro Escalation Management
Redo of FP Incident Forms
Redo of FP Email Notificaitons
New WIki Style Guide
Wiki Article revamps
More formalized focus for escaltion

management
Take Ownership at all times
Identify customers and personalize
service
Look at current processes and
make them clearer
improve relationship b/w the
tiered levels of support
increase awareness for the need of
self-help
Make wiki more process oriented
Create customer portal page
Peer Ticket Review
Know UT customers well,
document departments and their
organizational IT structure

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ITS Help Service Desk Portfolio 2015

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ITS Help & Service Desk Portfolio

Philipose, Ruby R, IT Manager

ITS Help & Service Desk Portfolio

Help Desk Terminology

SME: (Subject Matter Expert) - is a person who is an

Re-queued Calls: when a call is not picked up it queues it

Copyright 2014 CA. All rights reserved

About the ITS Help & Service Desk

ITS Products and Services

Business Operations of the University

Personal Machines ( no hardware/best effort)

Directory of all IT Departments on campus

Phone and Email Support

Monday through Thursday, 8 a.m. to 10

Monday through Friday, 8 a.m. to 6 p.m.

Flawn Academic Center (FAC) L

Help Desk Staffing

Level 2 Subject Expert Matter on ITS Services, Liaison to

Level 2 Subject Expert Matter on ITS Services, and Tier i

Help Desk Shift

A Senior Consultant supervises the operations of the help

Help Desk Tech

Student position that does Tier i support when on phones

Student Probationary position that is being trained on

Help Desk Team

Quality Control Specialist that oversees consultant

Tech Editor III

Oversees the knowledge management at the help desk

Oversees training, process improvement, hiring, and

Help Desk Operational Software/Tools

Help Desk Wiki

Our internal Knowledge base

Help Desk Metrics

Help Desk Metrics Tool

ITS Desktop Viewer (Bomgar)

is an enterprise-level workforce management solution which the ITS Help Desk

60 Second Call Response SLA

Total calls per agent or per skill

Numbers of Seconds c ustomer are

Queue wait times

ITS Help & Service Desk Training

Our training is cut up into 6 phases:

ITS Help & Service Desk Reporting

ITS Help Desk Annual Report 2013-14

17,500 service desk customers (+31%, than last year)

[* Data from Monthly Reporting]

Total Contacts: 117,000

Ticket Customer Demographic

*University Affiliate: not

Tickets from Academic Units

TOTAL TICKETS FROM COLLEGES & SCHOOLS

*All Students, Faculty, and Staff

Key Performance Indicators

First Contact Resolution

FIRST CONTACT RESOLUTION

2013-14 (Aug2013-July 2014)

ITS HD Goal (80-85%)

Industry Average from HDI (2013)(72%)

Peer Institutions (73%)

Average Speed to Answer

AVERAGE SPEED TO ANSWER

Customer Satisfaction Index

CUSTOMER SATISFACTION INDEX

Customer Survey Comments: