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About the Help Desk
The NC State University Help Desk is the primary point of contact for computing services at NC State. Our role is to support, in coordination with other campus consulting groups, the faculty, staff, and students of NC State in their computing and technology endeavors by focusing on understanding their needs and developing solutions that work for the campus community.
Quick Facts
- In the first half of 2007, the NC State Help Desk took 13,628 phone calls, with an average talk time of 3 minutes, 37 seconds. That's over an entire month straight on the phone!
- Several members of the NC State Help Desk are members of the Help Desk Institute, and participate regularly in local chapter meetings and national conferences.
- Two members of Help Desk Services have received their ITIL Foundations certification, and more are expected to follow in the future.
Staff
- Susan Klein: Director, Technology Support Services
- Chris King: Assistant Director, Help Desk Services
- Franklin Finch: Help Desk Manager
- Ben Wilkus: Help Desk Analyst
- Brandon Barbour: Help Desk Specialist
- Febbie Gordon: Help Desk Analyst
- Hal Coggins: Help Desk Analyst
- Kathy Mebane: Help Desk Specialist
- Kenan Byrd: Help Desk Analyst
- Marc Kuh: Help Desk Analyst
- Dave Wagner: Help Desk Analyst
- Noah Genzel: Help Desk Process Manager
Projects, Presentations, and Plans:
- NCSU Techies Group: Started in 2005, the NCSU Techies Group gathers computing support people from across campus for training, networking, and just generally keeping each other appraised of the current campus things that affect support folks in general.
- Pathways: The Help Desk has several graduates of the Pathways Leadership Development Program, and plans for more to attend.
- SAS Download/VCL initiative: In cooperation with various groups across campus, the NC State Help Desk has evolved its media distribution program beyond costly CD duplication and distribution. In Agust 2006, SAS v9.1.3 for Windows is now available by two more immediate methods. Users can choose to download the software and licensing directly to their computer without interaction from the Help Desk, or they can request access to the VCL (Virtual Computing Lab) SAS image and access the resources of VCL to analyze their data. All parties are excited about this opportunity to reduce costs and provide better service to users on and off campus.
Metrics:
- Help Desk Metrics:
- 2007/2008 Backup restore metrics: The NC State Help Desk processes requests for backups of both AFS and IMAP files. These metrics show the number of requests broken down by month. Please note that these reflect initial customer requests -- in many cases, multiple restores are performed for each request.
