CLIENT SUPPORT SERVICES The Client Support Service (CSS) group includes the ITS Help Desk, desktop support professionals and the student technology services team. CSS provides the primary front-line technical support for USD faculty, staff and students. The CSS team also implemented and continues to maintain several innovative technologies and services to better support the technology needs of the USD community, including:
Technical Support Tickets 9 3 % C LO S U R E
• Google Mail migration which transitioned all faculty and staff to the same email system as students. • iPhone repairs now provided at the ITS Help Desk at a reasonable cost for all faculty, staff and students. • Implementation of ServiceNow, a new service management platform, to provide a one-stop portal for all technology support and service requests. • KnowBe4 to simulate phishing emails and educate USD faculty and staff about cybersecurity. • Implementation of JAMF Pro to provide a centralized management platform for all USD-owned Macintosh computers.
24,963 HELP DESK T I C K E T S C LO S E D
Top 5 Technical Support Tickets USD SERVICES 34% C L I E N T H A R D W A R E 21% E M A I L 11% S O F T W A R E 13 % NET WORK 9% O T H E R 12 %
• Successful “Netweek” events conducted each year during move-in weekend to assist incoming students with their technology needs. • Desktop technician rotation instituted to help develop staff skills and improve service to the community. Staff are now moved to different areas of campus on a regular basis to increase their exposure to the unique needs of each area.
WEB SERVICES AND SUPPORT The ITS web team addresses support requests from all areas of campus. During the past calendar year, Web Services handled and closed nearly 2,700 help tickets. These requests varied from quick calls to assist a website maintainer with a broken link to projects that required a website makeover. One of the largest sources of interaction involves the advice and technical support provided to nearly 370 web content maintainers throughout campus. The web team also offers consultation about website design and development.
CSS by the numbers: 26,717 Tickets created in FootPrints 24,963 Tickets closed by Client Support Services 20,176 Phone calls to the ITS Help Desk 5,160 453
University computers centrally managed and kept up-to-date by ITS Support calls during move-in weekend
Student technicians on staff
Desktop Support technicians supporting desktops, laptops, tablets and printers
Help Desk phone analysts for faculty and staff support
Locations for Help Desk support (University Center and Copley Library)
• Windows 10 and Microsoft Office 2016 on all new Windows-based computers as well as labs and classrooms. • Copley Library satellite Help Desk established to provide another location for faculty, staff and students to obtain technical support. • Cybersecurity training provided by staff to help improve security awareness and reduce the impact of phishing emails. • Google Mail training provided in preparation for migration to Gmail from Microsoft Exchange.
2,675 WEB TICKETS C LO S E D
Web Tickets 9 7 % C LO S U R E
Top 5 Web Support Tickets GENER AL WEB R EQUES T S (4 4%) CO N T EN T MANAGEMEN T SYS T EM R EQUES T S (20 %) T R O U B L E S H O O T I N G (17 % ) A C C O U N T P R O V I S I O N I N G (10 % ) R ED IR EC T R EQUES T S (9 %)
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