Help Desk :: PIP System (SUNY Orange)

Help Desk Print All

Initiative Title	Help Desk
Submitted in Previous Year(s)	No
Critical Information, Notes, Justification, Rationale	As outlined in the July, 2018 IT Assessment, the IT Service/Help Desk area of TS lacks any walk-up capability to assist faculty, staff, and students with IT issues. There is an inherent desire for users to walk up to a help desk to speak with someone to assist in technology issues. Currently, the library is able to assist students with technology questions and issues. When a problem is beyond the library’s ability to resolve, there is no place for them to send students for assistance or resource for them to contact. Utilizing an accessible Walk-Up environment will allow for better customer service to users.
Consequences of this initiative not being funded	Continued unavailability to assist users purely through phone calls.
Department Goals	Become a collaborative and supportive organizational asset.
Programs
Locations	Main Campus
Estimated Completion Date	07/01/2020
Will this initiative span multiple budget years?	Yes
Importance	High
Funding Source	Request for Prioritization
Created	11/18/2019 1:56 pm
Updated	11/26/2019 1:20 pm

Institutional Goals

Goal	How will the initiative support this institutional goal?
STRATEGIC PLAN 2015-2020 PRIORITY IV: Efficient and Effective Operations: We will anticipate and adapt to changing economic realities while maintaining the infrastructure and resources necessary to foster innovation and develop & deliver high quality programs and services. c: Review and revise allocation methods to ensure appropriate investment in people, services, facilities, & technologies.	This initiative could provide a central location for all student technology questions to be addressed. Students with issues on personal laptops and mobile devices can actually be personally assisted in this type of services model.
ACADEMIC MASTER PLAN 2016-2020 The Student Experience Objective #3: Enhance academic support and services by effectively utilizing equipment, facilities, personnel, and technology to meet our students’ needs.	A one-stop for technology issues.

Action Steps

Action Step	Responsible Party	Order
Replacing sheetrock with a windowed walk up help desk in BT 110	Facilities	1
Reimagining a true service environment for the Help Desk	CIO and Service Desk director	2
Hiring and training of suitable student assistants at the help desk, as recommended by IT Assessment	CIO and Service Desk director	3
Communication of new service environment	CIO and Service Desk director	4

Expected Outcomes

Outcome	Order
Heightened user satisfaction from a specific location and personal service for technology issues	1

Assessment Methods

Method	Description	Other Method	Responsible Party
Observations	Information can be collected while observing “events” (including, sponsored activities, student {office staff} sessions, etc.) in the natural setting. Observation can provide information on student behaviors and attitudes.		Service Desk director
Tracking	Usage of programs, services, participation can be tracked; demographic information may also be able to be collected.		Service Desk director

Resources

INITIAL YEAR COST:	$5,000.00
RECURRING COST:	$20,000.00

Equipment

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Facility

Need	Cost (Initial/Recurring)	Supporting Departments
Room reimagining	$5000.00	Facilities
TOTAL:	$5,000.00 / $0.00

Supply

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Staffing

Need	Cost (Initial/Recurring)	Supporting Departments
Student assistants/ambassadors	$20000.00 / 20000.00	Information Technology, CIO Office
TOTAL:	$0.00 / $20,000.00

Training

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Marketing

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Other

Need	Cost (Initial/Recurring)	Supporting Departments
TOTAL:	$0.00 / $0.00

Prioritization

Level 5 Level 5 Cabinet Middle States	Level 4 Level 4 PBIE Committee	Level 3 Level 3 Academic Affairs and Student Services, Provost, VP Office Administration and Finance, VP Office Board of Trustees Chief Diversity Officer Institutional Advancement, VP Office President, Office of Student Services, VP Office SUNY Orange Foundation Sustainability Workforce Development, Strategy & Innovation, VP Office	Level 2 Level 2 Alumni Relations and Special Events Athletics Business Math Science and Technology, AVP Office Business Office CAPE Career and Internship Services Communications Office Enrollment Mgt and Student Financial Services, AVP Office Facilities Food Tech Grants Health Professions, AVP Office Hudson Valley Educational Consortium Human Resources, AVP Office Information Technology, CIO Office Institutional Planning Assessment and Research Lab School Learning & Student Success, AVP Office Liberal Arts, AVP Office Marketing Newburgh Campus Phi Theta Kappa Security Student Engagement and Completion, AVP Office	Level 1 Level 1 Academic Advising Academic Support Middletown Academic Support Newburgh Academic Technology Accessibility Services Admissions and Recruitment Arts and Communication Behavioral Sciences Biology Bursar Business Capital Projects Center for Student Involvement Center for Teaching and Learning Clinical Laboratory Science Computer Science and Technology Criminal Justice Cultural Affairs Custodial and Grounds Dental Hygiene Deployment & Operations Diagnostic Imaging Education Educational Opportunities Program Educational Partnerships English Enrollment Support Services Environmental Health and Safety ESL CAPE Financial Aid Global Studies Governance Honors Program HVAC Information Services & Network Infrastructure Interdisciplinary Studies Liberty Partnership Program Library Mail and Copy Services Maintenance Mathematics Movement Science Nursing Occupational Therapy Payroll Physical Therapy Records and Registration Science Engineering and Architecture Student Services - Data Management Student Services Central Student Services Newburgh Campus Student Support Initiatives Testing Center TRiO Student Support Services Unused Wellness Center Work Force Development CAPE	Initiative Title	Department
			3		Help Desk $5,000.00 / $20,000.00	Information Technology, CIO Office

Assessment

Date	Department Name	Status	Cost to Date	Funding Source
10/21/2021	Information Technology, CIO Office	On hold	0.00	Not a current priority