Help Desk Staff Training :: PIP System (SUNY Orange)

Help Desk Staff Training Print All

Initiative Title	Help Desk Staff Training
Submitted in Previous Year(s)	No
Critical Information, Notes, Justification, Rationale	Provide training for help desk staff so that ticket creation efficiency can be improved.
Consequences of this initiative not being funded	Reduced level of service to faculty, staff and students at the help desk.
Department Goals	Reduce Number of lost help desk calls by at least 10%, Reduce Time on Hold for incoming Help Desk calls by 30%
Programs
Locations	Main Campus, Newburgh Campus
Estimated Completion Date	01/31/2017
Will this initiative span multiple budget years?	Yes
Importance	High
Funding Source	Operating Budget
Created	11/10/2016 11:20 am
Updated	11/10/2016 11:24 am

Institutional Goals

Goal	How will the initiative support this institutional goal?
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.

Action Steps

Action Step	Responsible Party	Order
Research training for help desk staff.	Director	1
Procure and schedule training sessions	Director	2
Track completion progress and success in training.	Director	3

Expected Outcomes

Outcome	Order
Wait tme on calls to help desk reduced by 30%	1

Assessment Methods

Method	Description	Other Method	Responsible Party
Other	Enter other assessment method	N-Focus Reports	Director

Resources

INITIAL YEAR COST:	$0.00
RECURRING COST:	$0.00

Equipment

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

Facility

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

Supply

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

Staffing

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

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

This initiative is not ready for prioritization.

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Assessment

Date	Department Name	Status	Cost to Date	Funding Source
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