Transitioning to Remote Service Desk: Challenges and Goals
In this narrative shared by Ryan Swan, a Service Desk Manager, we delve into the transition to remote service operations triggered by unforeseen circumstances like Spring Break extension and the shift to online instruction. The document outlines goals for Spring 2020 and poses critical questions for Fall 2020. Swan discusses assisting faculty, staff, and students, maintaining Quality of Service, equipment loans, and more. There is a focus on learning from mistakes and building templates for future endeavors. The content also touches on supervising students remotely, essential tools, QoS reliability, successful strategies, failure points, and mitigation strategies. There is a call for insights and lessons learned from other institutions.
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Presentation Transcript
Not Even Remotely Funny- Transitioning to a remote service desk on-the-fly Ryan Swan -Service Desk Manager Ryan.Swan@Oneonta.edu
Extend Spring Break Spring Break Spring Break Extension
Online Instruction decided Extend Spring Break Spring Break Spring Break Extension
Online Instruction decided Extend Spring Break Spring Break Spring Break Extension Online instruction goes LIVE
Spring 2020 Goals: Get out of the office Assist Faculty moving to online instruction Assist Staff moving to remote work Assist Students moving to online instruction Keep the same/similar QoS Collaborate/Communicate Equipment loans Employ students remotely ----------------------- Learn form mistakes Build a template for future use
Fall 2020 Questions Do we have a temp service budget? How much? How do we supervise students remotely? Do we have the tools we need? What QoS can we provide, reliably? Where will we be successful? Where will we fail? Can we mitigate that?
Other Institutions Does anyone else have a similar experience? Lessons learned?
