1. Welcome to
Linda Jerrett Training
Manager,
IT Help Center
Focusing on
Client Success

2. Overview & Agenda
 Who Is In This Room
 What’s New
 Where Do You Fit?
 Introductions to IS&T, IT Help Center
 Group Descriptions
 Facts & Flows at the Help Center

3. Biggest Training Ever
 This time is usually spent  This year, our training
doing ResNet training for focus is to introduce you
consultants to support the to each other and also to
roughly 12,000 students the other parts of our
moving into the operation.
residences across a few  Strength through cross-
days. training!
 Training resources will be
 There are new online – You’ll hear a lot!!
groups, each with student
staff, now making up the  We will standardize many
IT Help Center procedures and policies.
 This will make it possible
for some of you to choose
We are all in a bit to work across the IT Help
of a new world! Center groups down the
road.

4. Who is here?
 What groups of student staff are here?
 Service Desk
 Desktop Services
 Classroom Technology Services (CTS)
 Law Support Services
 Help Desk, Labs & AV
 Newly hired ResNet consultants
 Including some existing CTS student staff
 Newly hired CTS consultants
 Newly hired Law consultants
 Newly hired Desktop Support Consultants

5. What does this mean?
 It means as you look around and you think that
each other person here, besides you, knows
everyone else, you’re wrong.
 There is not one person in this room that knows
every other person in this room.
 Still, together we are a new team.
 Over the next two days, you will see training sessions
that might not directly apply to your current
position.
 Knowing what other areas of the Help Center do
and what they are responsible for will make you a
better ambassadors of the group, make us a
stronger team and ready us to support one another.

6. Where Do I Fit?
IS&T - IT Help Center
ResNet Service Desktop CTS Law
• Short term, Desk Services • Assists faculty • Local help desk
move-in • Phone, walk-in • Advanced tech by distributing and desk-side
related and e-mail support & supporting support for Law
tech tickets for media faculty & staff
• Field support for
support entire BU equipment in • Lab support
admin clients
community classrooms. • A/V classroom
support

7. When did all this happen?
 In November 2011, Law In January 2012, Classroom
Support Services was Technology Services was renamed
transitioned to the IT Help & transitioned to the IT Help
Center. Why? Center. Why?
 Decision made by Dean and  Classroom support is incredibly
our VP to use a new model. important to our VP and she
wants this group’s placement
 Law Support offers similar and name to reflect its service
client facing services to the orientation.
Law school as the Help
Center provides to BU  The IT Help Center is the primary
community. client facing group
within IS&T.
 The Law help desk and labs
are part of the IT Help Center  You can’t get too much closer
and we consider AV support to the clients than standing in
part of the team as well, even their classroom with them!
if the org chart doesn’t say so.

8. Information Services &
Technology (IS&T)
Mission Vision
IS&T provides “best-in- IS&T is a leader within
class”* IT services to BU and among peers in
support outstanding technology service
education, preeminent quality and
research, vibrant agility, founded on best
campus life and practices and
effective innovation.
administration.
*The highest current performance level in an industry,
used as a standard or benchmark to be equaled or exceeded.

9. IS&T Values
 Community  Commitment
 Respect  To efficiency
 Collaboration  To timeliness
 Teamwork  To transparency
 Openness
 To security
 Competence  To service
 Expertise
 Reliability
 Continuous
improvement
 Accountability

10. IT Help Center
 Created in the summer of 2009 as a client-
facing entity to function as the face of IS&T
 There are many ways for a client to ask us
for help:
 Phone: 617-353-HELP (4357).
 E-mail: ithelp@bu.edu.
 Web forms: IS&T’s website is www.bu.edu/tech.
 In Person: Two Service Desk locations (Kenmore Sq. & Mugar Library)
 Directly through our field groups like Classroom Technology
Services, staff in Law Client Support & CFA Client Support.

11. IT Help Center Leadership
The IT Help Center has exploded in the last few years
creating a strong, diverse, client-focused team and now you’re on it!
IT Help Center
Stacy Gianoulis,
Director
Accts & Student
Service Desk Desktop Services CTS Law Support Services
Services
David Cole Jill Beckman Chris Burgess Christian Calure
Linda Jerrett

12. Group Descriptions

13. Classroom Technology Services
 In CTS we provide crucial in-classroom support for
BU’s faculty & students in all Registrar scheduled
classrooms.
 Our primary CTS mission is to serve the faculty and
students of BU with the highest level of professional
performance - keeping in mind that we are highly
visible and widely dispersed on campus.
 We function as a team, even when one of us is out
in the field on our own.

14. Law Support Services
 Provides help desk support via phone and the
RT ticketing system for Law School faculty &
staff.
 Provides level I support for Law Students and
acts as escalation point to IT Help Center.
 Provides support for Law Labs.
 Provides assistance with printing.
 Provides A/V support for all Law
classrooms, mock trial rooms and auditorium.

15. ResNet Move-in Support
 Expanded short-term technical support for
the ~12,000 students moving into on-
campus housing each fall semester.
 Consultants
are dispatched from the 533
Comm. location to assist student clients.
 We have outposts set up in major
residence areas to act as a local base
and point of contact.

16. ResNet Move-in Support
 We have teams patrolling the residences to
improve our visibility and make it easy to find
us. We take in many new cases through our
patrols without the student even needing to
contact us to ask for help.
 Most long-term positions in all of the IT Help
Center locations are staffed with students
who were hired to work during ResNet.

17. Facts and Flows
Denise Treacy

18. Service Desk
 Front line of support for basic tech and
account issues, providing centralized
technology support for the BU Community.
 Assist students, faculty, staff, and guest clients
 Located in Kenmore Square and Mugar.
Additionally, we locally support the College of
Fine Arts
 In 2011, the Service Desk answered 11,096
calls and worked over 50,000 tickets between
May 1st and Dec 31st

19. Service Desk
 Account issues
 Wireless setup
 Email setup
 Single application issues
 Wired network setup
 Mugar: Assist with VDI environment

20. Service Desk
 During ResNet, the Service Desk is still handling
its regular tickets supporting faculty and staff
 BUworks is the university’s new administrative
system for finance, payroll, procurement and HR
 The Service Desk does level I support for BUworks
issues and escalates level II issues to the
project’s various teams. If you are at the service
desk and see a BUworks issue, just ask what to
do.
 Student staff use BUworks to set up direct
deposit and see paystubs.

21. Desktop Services
 Supports administrative staff on the Charles
River Campus with desk-side support
 Hardware and software repairs at Kenmore
location for current students, faculty and staff
 Kenmore Square location: authorized Apple,
Lenovo, Dell, Sony, HP, and Toshiba repair
center
 If you are ever unsure if we support a group,
or a type of machine, JUST ASK!

22. Software Support
 Virus/spyware removal: no charge
 OS troubleshooting: no charge
 OS reload (standard): no charge
 OS reload (premium): $60
 Application install (single): $15
 Application install (bundle): $25
 Data Recovery: $95

23. Data Recovery Service
 Flat rate service - $95
 If data recovery completely fails, there is no
charge
 Clients may receive their data either on 2
DVDs or they must provide an external hard
drive/different computer
 If the client’s machine is in a usable state,
he/she may use the self service area to
backup at no charge
 We will store the data for 30 days after the
client picks up the machine.

24. Hardware Repair Services
 Our repair services are open only to
current students, faculty and staff.
 The IT Help Center is an authorized repair
center for Lenovo, Apple, Dell, HP, Sony
and Toshiba
 For these machines we do in and out of
warranty repairs.
 For machines out of warranty, there are
fees (parts+labor)

25. Labor Fees
 Non-warranty Diagnosis: $35
 Memory Install: $15
 Hard drive, Keyboard, Card Install: $40
 LCD Display Install: $100
 Motherboard Install: $125
 In addition to labor fees, client must pay price
of parts.
 During ResNet, the $35 non-warranty
diagnosis fee has been waived.

26. How long does a repair take?
 There is a 1-2 business day diagnostic
period. During this time, most software
repairs are completed. For hardware
repairs, this is the time period where we
will determine which part is needed and
the cost.
 This does not mean that every repair will
be completed within this 2 business day
range. Some repairs are more
complicated and require more time.

27. Sales
 The IT Help Center is not a store
 University Computers was located in the
same building as our Kenmore location.
 Microsoft Office and Adobe Creative
Suite products are available at our
Kenmore location.
 www.bu.edu/tech/sales

28. Sales - Eligibility
 Current students, faculty and staff are eligible to
purchase software through the IT Help Center.
 We can only sell one copy of each license per
client.
 If a client purchase Office 2010 last year, they are
not eligible to purchase another copy until a new
version of the software comes out. (This is true of
any piece of software we carry)
 For more in depth “rules” set by Microsoft &
Adobe, go to:
 http://www.bu.edu/tech/desktop/purchase/perso
nal/sales/

29. Sales
 Thereare going to be many questions to
which you do not the answer.
 ASK SOMEONE FOR HELP!
 Jerry Dreiss – Licensing and Vendor
Relations Specialist
 Bill Wells – Desktop Services Specialist II
 Denise Treacy – Desktop Services
Specialist I

30. Workflows & Escalations
 During ResNet the regular work of the IT
Help Center goes on
 Some cases are handled by other groups
in the IT Help Center or IS&T
 It is up to us to always get the ticket to the
appropriate group.
 As always, if you see a ticket that you are
unsure of, ask a staff member for
assistance.

31. Faculty & Staff
 DesktopServices provides primary support
to many administrative offices
 Also STH, Mugar, CAS Math
 Mostschools have their own in-house
support group that can handle cases
quickly.

32. Students
 For most student tickets, we try to
dispatch someone to their dorm.
 When you are dispatched to a room, you
will receive a folder with paper and a
pen, Ethernet cables to sell, known good
network, a radio
 For some student cases, it will be
necessary for the client to come into one
of our locations.

33. Field Cases
 If you are out in a residence hall on a case,
remember you can always recommend that
the client bring their laptop to 533.
 To be checked in for hardware service or viruses
 To have access to additional tools you don’t
have in the field
 To obtain help from additional staff on a difficult
case
 Foreign language OS issues
You still own the case! This is not an option to be
used if you get stuck or bored.

34. Mini Quiz
 Where are the two locations of the IT Help Center’s Service Desk?
 What is the cost of virus removal?
 True or False: Depending on how much data we retrieve, the cost
of data recovery varies.
 How long is the diagnosis period for hardware repairs?
 Who is eligible to purchase software through the IT Help Center?
 If a client asks you a question and you are unsure of the
answer, what should you do?
 If you get dispatched to a room and you are unsure of how to
solve the problem, what should you do?
 True or False: During ResNet, we do not help any faculty or staff
members.