CSU Student Helpdesk
1. Mission
The mission of the CSU student helpdesk is to provide students with help and answers pertaining to the most common software packages as well as other technology on campus. The CSU Helpdesk will become the focal point for students on assistance with campus technology. This assistance will better prepare CSU students to accomplish the computer related tasks that they are asked to perform in their classes at CSU.
2. Goals
The Goals of the student helpdesk will be to provide timely and efficient answers to CSU students concerning campus software programs. The students manning the helpdesk will be competent inthe Office 2000 products including Word, Excel, Access and PowerPoint, Pegasus mail, WebCT Novell login problems and be able to provide information able accessing Galileo databases. The helpdesk staff will provide step by step instructions on paper and online as well as phone support on the most common functions within these programs. The helpdesk will be manned from 10:00 am until 10:00 pm Monday thru Thursday, 10:00 am until 5:00 pm Friday and 3:00 pm until 7:00 pm Sunday to ensure that all students have an opportunity to take advantage of the helpdesk.
3. Implementation
In order to accomplish our mission and obtain our goals we will need to adhere to the following implementation plan.
Seek out and find at least three candidates to man the student helpdesk to begin the Fall 2001 semester. These candidates will need to be recruited by the end of the Spring Semester. See job description for detailed information on duties. If at all possible the candidates need to be second semester freshman or sophomores so that they will be available to work for a longer period of time.
The student helpdesk personnel will be hired for the beginning of the Summer 2001 semester. The starting pay for the helpdesk personnel would be $7.00/hr..Dun'ng the summer semester the helpdesk personnel will be trained on the following components: Microsoft Office 2000, Pegasus Email, WebCT account administration and tips, Novell Login problems and instructions on the Galileo databases. CINS will conduct the training using both CINS inhouse training staff and SmartForce software. Toward the end of the training period the student assistants will go through a simulated day of helpdesk calls so that they can practice their customer service techniques. At the end of their training period when the helpdesk personnel have demonstrated their knowledge of the software and CINS is comfortable with their customer service skills the rate of pay will be increased to $8.00/ hr.
4. Accommodations
The student helpdesk will need an office in Woodall (possibly Woodall 114) equipped with a desk, chair, phone, shelf space for howto documents, a Pentium III computer with as many of the campus programs loaded as possible. An email account setup for the helpdesk will need to be created.