In order to resolve end user issues in a timely and efficient manner the ITS Technology department has developed a support call level system that we expect will achieve a greater number of solved problems per staff hour expended.

• Level 1 staff members will be the newly developed Help Desk staff which will consist of a Help Desk Coordinator and a Student Help Desk Associate. They will either resolve or assign a large number of issues per day, providing the quick first response that is critical to users' feeling that their concerns are being addressed and that reduces frustration and multiple calls.

• Level 2 - Onsite Technology Support Specialists and more experienced student staff are available for onsite issues, and more advance troubleshooting.

• Level 3 staff - Manager of Technology Services, Technical Coordinator/Service Manager and Network Administrator for the Newark Campus of the Ohio State University and the Central Ohio Technical College can then focus on their areas of expertise while Level 1 staff avoid spending time working on problems that they are unlikely to solve.

When the Onsite Technology Support Specialists cannot provide a final solution to a problem, the next most qualified person to help is assigned to it. Calls will be logged in to a ticket tracking system; the assignment may take place before the user is even contacted. A tiered system minimizes the repeated handoffs and delays that may lead ITS end users to feel as though no one cares or question support staff competence.

Answering numerous phone calls, e-mails and walk-ins can be lethal to tasks requiring focus and creativity, providing only the illusion of getting more work done. This call level system, strives to provide upper level staff the time they require to management other project responsibilities and gain the blocks of time that are often necessary for both resolving issues assigned to them and for fulfilling their other work responsibilities.

If issues are tracked to allow ITS support staff to review the resolution of a call, the Help Desk Coordinator can review issues they have promoted to increase their own knowledge base. Due to the large number of calls, e-mails and walk-ins received, the Help Desk Coordinator can also be instrumental in detecting patterns of problems and in suggesting resolutions for frequent issues.

Call Priority System- The ITS Technology Department's Call priority will be integrated into our call level scheme. Level 1 staff would assign an initial priority when promoting calls they cannot resolve; they would immediately contact Level 2 staff for advanced issues and any critical and budget issues will be forwarded to Level 3 staff.

The Help Desk Coordinator will work multiple levels- Since our staff is a smaller staff, some individuals may work at more than one level, but at different times. Thus one tech may spend a certain amount of time resolving Level 1 calls and then switch to Level 2 mode to concentrate on the calls promoted to that level, or our staff will support all levels as directed by the Chief Information Officer.

Call level doesn't correspond to skill level - We are implementing a call level system to ensure that the End User issues for ITS are resolved in a timely and efficient manner. We are here to provide superior technical support to faculty, staff, and the administration. Sometimes different call levels require different types of skills. The Help Desk Coordinator is highly skilled but is available as first call resolution and because of the nature of their position will not be available to go out in the field. Our Level 2 personnel may not know everything, but will be more of the field personnel to go out on calls and have a more hands on approach to diagnostics and research. We hope that all of our Support Staff at each level will be respected for the resources they bring to a support team.

ITS Help Desk Online Support is available 24/7 via e-mail at helpdesk@cotc.edu

Walk-in Support for ITS Technology Support is Room 196 Founders Hall

Office Hours are Monday - Friday: 8 AM - 5 PM or by appointment

ITS Help Desk Phone Number is 740.366.9244 for off campus calls and 244 for on campus support

Telephone Support hours are from the open of business day until the close of the business day