Meeting Agenda
•
•
Meeting Agenda
Topic
Date
Location
Facilitator
ID
I
SERVICE DESK STAFF MEETING
I Time
January 23,2009
I 2:00pm
MIS Conference Room
I Scribe
D. Tumbeau
I
Discussion Item
Facilitator
Deanna
Deanna
~
~.
~
~.
Regularly Scheduled Meeting
Weekly Status Reports
Shadowing Day(s)
Lifetime Work Order Software
~
2
3
4
5
General Discussion
All
Action Items from 01/23/09
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
I
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
Attendees:
10
I
SERVICE DESK STAFF MEETING
I Time
January 28, 20 10
I 2:00pm
CIR Conference Room
I Scribe I none
D. Tumbeau
Discussion Item
0
2
Facilitator
Deanna
Deanna
MEETING CANCELED
General Discussion
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
I
2
•
•
Meeting Agenda
•
•
Mee f mg AI.gen d a
Topic
Date
Location
Facilitator
ID
1
Deanna
2
3
Help Desk Staff Meeting
I Time
Februarv 3, 2009
MIS Conference Room
I Scribe
D. Turnbeau
I 3:00pm
I Elizabeth Thornhill
Facilitator
Discussion Item
Deanna
@
Regularly Scheduled Meeting
@
Weekly Status Reports
@.
Shadowing Day(s)
@.
Lifetime Work Order Software
ALL
General Discussion
4
5
7
8
9
Action Items
Description
Due
Date/Comments
Owner
Status
Description
Comments
Owner
Status
10
1
2
Watch list
10
1
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
Visitor
ID
1
Deanna
Help Desk Staff Meeting
Februarv 3, 2009
I Time
MIS Conference Room
D. Turnbeau
I Scribe
Frank Smith
I 3:00pm
I Elizabeth Thornhill
Discussion Item
Facilitator
Deanna
Marty, Sheila and Teresa attended.
Kevin returned to Service Desk because student
worker never came back from lunch.
Regularly Scheduled Meetings
Deannadiscussed that she will be
focusing more on the Service Desk and
plans to meet every two weeks for a
Staff Meeting. Need to find out which
days would work out best in order for
all to attend. Teresa is finding out the
student workers schedule and will let us
know.
Weekly Status Reports
Deanna handed out the Service Desk
Status Report and would like to i have it
filled out every week. Please tu~n in by
end of work day on Friday before going
home or first thing on Monday ,
morning. The status report willibe used
to see where we are and the amount of
work we are putting out each w~ek.
Since the budget for next Fiscal ! Year is
going to be a Zero (0) based buqget,
work orders will be the key to Nstify
our department(s).
- The status report format can be thanged
and we will revisit it at the next I
meeting.
ATCMall
I
Deanna expressed her frustratio~ at
having repeatedly said over and'iover
again that we do not work in th~ Mall.
We will not get involved. LA's!are
there for a reason.
,
She thanked Teresa for her won~erful
customer service to our students:. She
I
gets it! Thanks Teresa!
Deanna also stated that she is cqncerned
that service desk staff are still p~oviding
assistance to students for items such as
admissions, financial aid, etc. tieanna
expressly forbid staff to assist w~th
these types of tasks. Liability! ~he will
speak with Greg Ryan and see i~ there
is a process that can be put in pl~ce that
will help.
Shadowing Days
Deanna would like to spend sOlIle time
by shadowing each of you. Sh~ feels it
•
•
Meeting Minutes
•
would be the best way for her to learn
what you do and also to find out what
you are proficient in and in what
category. She eventually would like to
have a Primary and Secondary person
in the department for each application.
LiveTime
-
Deanna mentioned the rollout of
Livetime is forth coming. It will be
replacing OPRA system. Help Desk
will be the frontline. Frank and Brian
will be handling the main roll out. The
1st level will be going thru Service
Desk.
Action Items
Description
ID
Due
Date/Comments
Owner
Status
Comments
Owner
Status
Watch list
I ID I
•
Description
•
Meeting Agenda
•
•
Meermg A~gen d a
Topic
Date
Location
Facilitator
10
1
2
3
Help Desk Staff Meeting
I Time
February 18, 2009
MIS Conference Room
I Scribe
D. Turnbeau
I 1:30pm
I Elizabeth Thornhill
Facilitator
Discussion Item
Deanna
Deanna
@,
Status Report
@
Teamwork
@
Mandatory Meetings
@,
General Discussion
@
Blackboard
@,
MoodIe
@,
Transaction Server
ALL
General Discussion
4
5
7
8
9
Action Items
Description
Due
Date/Comments
Owner
Status
Description
Comments
Owner
Status
ID
1
2
Watch list
ID
1
2
•
•
Meeting Minutes
•
Meeting Minutes
Topic
Date
Location
Facilitator
ID
Help Desk Staff Meeting
February 18, 2009
I Time
MIS Conference Room
D. Tumbeau
I Scribe
I 1:30pm
I Elizabeth Thornhill
Discussion Item
Facilitator
Deanna
Transaction Server
Deanna asked Kevin to check with
company if they could come in and do a
demo.
MoodIe Process
Deanna asked Kevin what the process is
toi get a MoodIe account:
1) Student goes to class online
2) MoodIe gives them a link
3) Set up account and put themselves in
a class and MoodIe sets them up that
way.
Deanna asks the question Why? It's just
them wanting to be seaparte from
everyone else. IT people wants to have
control oftheir server. Blackboard and
MoodIe - Nothing that actually ties
them together. Blackboard gives them
no data what so ever. Just tunnel which
allows students to set themselves up.
Deanna sees a big issue with this. There
should be no need for two hosting
servers.
Service Desk Responsibility
Deannadiscussed with Kevin to prepare
what is Service Desk responsibility.
Deadline - End of 1st week of March.
Work Shop Conference
Deanna invited everyone to attend the
CCCApply workshop at Riverside City
College on April 16,2009.
Mandatory Meeting
Deanna stressed that Help Desk Staff
meetings are mandatory, not an option.
(Depending how busy the Help Desk is
on that day.)
Status Reports
Deanna briefly discussed the Status
Report form can be re-formated to best
suit the Help Desk. Teresa and Deanna
will go over together.
Help Desk Technician Job Description
Deanna wanted to clarifY job
description for Marty and Sheila. The
actual Board Approved job description
is what Marty has. Sheila's eactly the
same except Webadvisor was not on
yours. You both do the following:
Webadvisor, LiveTime, Blackboard,
EPOST, MoodIe or other electronic
applications. Shared responsibility all
Deanna
•
Meeting
Mir(HlI~eS
•
•
around. Go back and read your job
descriptions.
Tum It In.com
Deanna requests to see the site license
information on Tum It In.com. Kevin
mentioined that Tim Idell was the last
person who was in charge of this. Liz
will see if she can get a copy.
Action Items
Description
10
1
2
Kevin to prepare what is within
Service Desk responsibility.
Liz to get a copy of the site license
from Tim Idell on Turn It In.com
Due
Date/ Comments
Owner
Status
March 4, 2009
Pending
March 4, 2009
Kevin
Crowley
Liz Thornhill
Pending
Comments
Owner
Status
Watch List
I ID I
•
Description
•
Meeti ng Agenda
•
•
Meeting Agenda
Topic
Date
location
Facilitator
Attendees:
10
I
2
SERVICE DESK STAFF MEETING
I Time
February 25,2010
I 2:00pm
CIR Conference Room
I Scribe
D. Tumbeau
I none
Discussion Item
Facilitator
Deanna
a Email Account Clean-Up
a Reporting Issues with incomplete
information
a All hands on deck
a Report on Auth Code Usage
Deanna
Deanna
Deanna
All
General Discussion
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
I
2
•
•
Meeting Agenda
•
•
Meerma A~gen d a
Topic
Date
Location
Facilitator
10
1
2
3
4
Help Desk Staff Meeting
I Time
March 4, 2009
MIS Conference Room
I Scribe
D. Turnbeau
I 1:30pm
I Elizabeth Thornhill
Discussion Item
Facilitator
Deanna
Deanna
@,
Personal Issues/Staffing Needs
@.
General Discussion
ALL
General Discussion
5
7
8
9
Action Items
Description
Due
Date/Comments
Owner
Status
Description
Comments
Owner
Status
10
1
2
Watch list
10
1
2
•
•
Meeting Minutes
•
•
M ee f mg M"mu t es
Topic
Date
Location
Facilitator
10
1
Help Desk Staff Meeting
I Time
March 4, 2009
MIS Conference Room
I Scribe
D. Turnbeau
I 1:30pm
I Elizabeth Thornhill
Discussion Item
Facilitator
Deanna
Personal Issues/Staffing Issues
Deanna just wanted to touch basis with
how staff is doing and if they need
anything specific or if there are needs to
just let her know. Wanted to find out
how everything is going in the
department. Response: "Everything is
going good. Nice and quite." Deanna
expressed her concern that if it becomes
to much for them to talk to her.
Deanna discussed that she is working
on getting a sub as soon as possible.
Going out for recruitment and will want
Kevin and Teresa in the hiring
committee. Deanna also expressed her
appreciation for their support.
LiveTime
- Deanna mentioned that it looks like
LiveTime might not work out as
originally thought. Possibly looking
into something else called Track It.
Deanna
Action Items
Description
ID
1
Deanna to talk to Sheri Caldwell
regarding Customer Service videos.
Due
Date/Comments
Owner
Status
3-18-09
Deanna
Pending
Comments
Owner
Status
Watch List
I ID I
•
Description
•
Meeting Agenda
•
•
Meeting Agenda
Topic
Date
Location
Facilitator
Attendees:
ID
1
Discussion Item
Facilitator
Deanna
0
0
0
0
2
SERVICE DESK STAFF MEETING
March 11,2010
I Time
I 2:00pm
CIR Conference Room
I Scribe
D. Tumbeau
I none
Email Account Clean-Up (Progress Report)
All hands on deck
Report on Auth Code Usage (1061 sections;
7399 codes used)
PRAISE Report
General Discussion
Deanna
Deanna
Deanna
Deanna
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
ID
1
2
Watch List
Decision Description
ID
1
2
•
•
Meeting Agenda
•
•
Meef mg A~Qen d a
Topic
Date
Location
Facilitator
ID
1
2
3
Help Desk Staff Meeting
I Time
May 20, 2009
Help Desk Office
I Scribe
D. Turnbeau
I 2:00pm
I Elizabeth Thornhill
Facilitator
Discussion Item
Deanna
Deanna
@,
Waitlist Implementation
- General Information
Report Q's received to Deanna
@.
Substitute Position (Days, Saturday)
@.
Student Workers - Staff Responsibility
@,
General Discussion
Teresa
- Kevin
Kari
Students (if present)
ALL
General Discussion
4
5
7
8
9
Action Items
Description
Due
Date/Comments
Owner
Status
Description
Comments
Owner
Status
ID
1
2
Watch List
ID
1
2
•
•
Meeting Minutes
•
Meeting Minutes
Topic
Date
Location
Facilitator
ID
I
Help Desk Staff Meeting
May 20, 2009
I Time
Help Desk Office Area
D. Tumbeau
I Scribe
•
I 2:00pm
I Elizabeth Thornhill
Discussion Item
Facilitator
WaitList Implementation
Deanna handed out the Waitlist
Information that she sent out to
Everyone via email earlier this week. It
is for Faculty/StafflStudents and
contains general information. She will
also put together a FAQ for
Faculty/Staff to respond with
questions. Deanna asked how much is
the Help Desk hearing? Teresa replied
that so fur they have received just a
handful.
Deanna asked to send her any questions
and she will put out on FAQ's.
Deanna
Deanna
Substitute Position (Days, Saturday)
Deanna discussed the salary for the
substitute and doesn't have the money
in the budget at this time.
Hopefully, will hear something in a
week or so but for now, between the
two of you to work at-least two more
Saturday's. Ifnot, let Deanna know.
Kevin said they are good.
Student Workers - Staff Responsibility
Deanna wanted to clarify with Kevin
that FWS brought paperwork over last
week because it required a Director's
signature rather than Kevin's. Deanna
did not sign it because she was waiting
for a response from Kevin to find out
how many student workers he plans on
hiring in the coming term
Kevin replied he will take as many as
they can give him. FWS contacted him
due to having some extra money left
over and wanted to know if the Help
Desk required any more student
workers.
Deanna explained the reason why she
wanted to know was because she wants
to make sure everyone understands that
students are not just hired to do your
job. The whole reason why student
workers are hired are to give them job
training. Make sure they are getting the
attention needed by staff. To learn
office process and make sure we are all
•
•
Meeting Minutes
•
•
on the same page. We can't take as
many as we want but she needs to make
sure they do benefit from us. Want to
make sure they are getting the attention
from the permanent staff here. Needs
to be a balancing act. Don't want to get
students in here that are not benefiting.
2
General Discussion
- Deanna mentioned that they will be
invited to a demo soon regarding
Custom FAQ's that will soon be on our
website. Hopefully, it will help reduce
the amount of phone calls the Help
Desk receives.
Sotware Process
Kevin asked what is the process for
bringing software on campus? Deanna
responded that there is not a process at
this time; but they are working on a
solution. All software requests for
service desk should be forwarded to
Deanna and she will forward to Frank
Smith if appropriate.
Service Cstalog
- Deanna reminded Kevin that she had
previously requested that he put together
documentation identifying what HD
supports and not support as it relates to
Blackboard and WebAdvisor. Deanna
said as soon as she receives that she will
work with Frank to add software not
supported by Service Desk, i.e., Service
Catalog.
Kevin
Deanna
Action Items OS/20/09
Description
ID
1
2
Deanna call Dave @ Lewis Center on
lack ofSSN.
Deanna to provide the language off
CCCApply to Kevin and Teresa.
Due
Date/Comments
Owner
Status
06-03-09
Deanna
Pending
06-03-09
Deanna
Pending
Due
Date/ Comments
Owner
Status
3-18-09
Deanna
Pending
Comments
Owner
Status
Action Items 03/04/09
Description
ID
I
Deanna to talk to Sheri Caldwell
regarding Customer Service videos.
Watch List
IID I
•
Description
•
Meeting MOD1utes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
ID
I
Help Desk StaffMeeting
I Time
June 5, 2009
Help Desk Office Area
D. Tumbeau
I Scribe
I 2:00pm
I Elizabeth Thornhill
Discussion Item
Facilitator
Deanna
Deanna
Blackboard Issues
Current Issues
Deanna expressed that things are not
going well with Blackboard. Part has to
do with training issues and the other is
user error. Talked with Kevin and in
order to resolve this problem we will be
holding regular scheduled training
seSSIOns.
Training
-
-
Deanna mentioned that she is working
on having Blackboard come out and
hold a Focus Group type of session.
Teresa inquired about training for staff
on Blackboard. Deanna mentioned to
her that it has been brought up many
times to all her staff to get training and
she has pushed them to do so. It is too
late now. We are out of money this
year. It will have to happen after July
I st. It does depend on funds for next
year.
Response to Email Requests
Deanna discussed that she periodically
sends out emails asking for information
and sometimes she gets a response,
sometimes she does not. Moving
forward, if she asks for information and
does not get a response that will be
insubordination and grounds for
discipline. She has shared this with her
other staffand now she is sharing it
with you.
General Discussion
- Kari having problems with Webadvisor
with resetting passwords. Waiting to
hear from Jerome.
•
Kari
-
Kevin having internal problems with
Datatel. Deanna suggested for him to
submit a work order to I. T. and have
them re-install it.
Kevin
-
Deanna will be talking to Justin on
customizing Webadvisor.
Deanna
•
Meeting Minutes
•
OL--
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_
•
Action Items OS/20/09
Description
ID
1
2
Deanna call Dave @ Lewis Center on
lack ofSSN.
Deanna to provide the language off
CCCApply to Kevin and Teresa
Due
Date/ Comments
Owner
Status
06-03-09
Deanna
Pending
06-03-09
Deanna
Pending
Due
Date/Comments
Owner
Status
3-18-09
Deanna
Pending
Comments
Owner
Status
Action Items 03/04/09
Description
ID
1
Deanna to talk to Sheri Caldwell
regarding Customer Service videos.
Watch List
lID
I
Description
•
Meeting Agenda
•
Meeting A~gen da
Topic
Date
Location
Facilitator
ID
1
2
3
Help Desk Staff Meeting
I Time
June 18, 2009
Help Desk Office
I Scribe
D. Turnbeau
I 2:00pm
I Elizabeth Thornhill
Facilitator
Discussion Item
Deanna
Deanna
@,
Blackboard
@
Summer Hours
@
General Discussion
Teresa
- Kevin (Vacation)
- Kari
Students (if present)
ALL
General Discussion
4
5
7
8
9
Action Items OS/20/09
Description
10
1
2
Deanna call Dave @ Lewis Center on
lack of SSN.
Deanna to provide the language off
CCCApply to Kevin and Teresa.
Due
Date/Comments
Owner
Status
06-03-09
Deanna
Pending
06-03-09
Deanna
Pending
Due
Date/Comments
Owner
Status
3-18-09
Deanna
Pending
Comments
Owner
Status
Action Items 03/04/09
Description
10
]
Deanna to talk to Sheri Caldwell
regarding Customer Service videos.
Watch list
Description
10
1
2
•
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
In
Attendance:
Absent:
10
I
Meeting Minutes
•
Help Desk Staff Meeting
I Time
I 2:00pm
June 18,2009
Help Desk Office Area
D. Turnbeau
I Scribe
I Elizabeth Thornhill
Kari Wilson, Teresa Robillard, Deanna Turnbeau and Elizabeth Thornhill
Kevin - Vacation
Discussion Item
Deanna
Facilitator
Deanna
Blackboard Issues
Deanna spoke with Kevin and told him he
cannot work on his vacation and especially
no overtime.
Cross Train
Deanna requested that Teresa put together a
list of things she was unable to do while
Kevin was on vacation so she can get some
training on it. Teresa is to give Deanna her
training desire. Deanna would like to make
clear that she is not making any promises
due to the fact that we do not know what the
budget will look like next FY.
Service Catalog Center
Deanna has asked for basic information to
put together a Service Catalog for a few
months now and is not getting a response.
We have to have one. The Faculty is asking
for something and so we can reinforce with
them what we do and what they do. We will
touch base on this later.
Summer Hours
Deanna discussed Kari's summer hours.
Kari is not held to the same rules as we are.
Everyone in this department does not have
to work 4/1 0 but must be discussed with
their manager. Deanna mentioned that the
hours we have scheduled for everyone is
working out well. Kari was asked to
accommodate us and also asked her to work
a day shift on Friday and don't want her to
work at night by herself for safety reasons.
Kari will work on Friday's 8:00 a.m. - 4:30
p.m. Her original contract expires June 30 th
and we have put in a new contract for the
next Fiscal Year.
General Discussion
Teresa has Instructors that call about putting
in grades. She asked Quynh for training on
Webadvisor. Quynh said yes and plan to
meet for training.
Teresa talked about Mr. Ripley's email that
upset her. Deanna looked at the email and
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•
Meeting Minutes
•
•
wants to see Teresa's response back to him.
Teresa will provide a copy of it to Deanna.
Action Items OS/20/09
Description
1
2
Due
Owner
Status
06-03-09
Deanna
Pending
06-03-09
Deanna
Pending
Due
Owner
Status
3-18-09
Deanna
Pending
Comments
Owner
Status
Datel Comments
10
Deanna call Dave @ Lewis Center on
lack ofSSN.
Deanna to provide the language off
CCCApply to Kevin and Teresa.
Action Items 03/04/09
Description
Datel Comments
10
1
Deanna to talk to Sheri Caldwell
regarding Customer Service videos.
Watch List
lID
•
I
Description
•
Meeting Agenda
•
•
Meeting Agenda
Topic
Date
Location
Facilitator
10
I
SERVICE DESK STAFF MEETING
I Time
July 30, 2009
I 2:00pm
CIR Conference Room
I Scribe
D. Turnbeau
I none
Discussion Item
~.
2
3
Facilitator
Deanna
Deanna
Kari's Last Day- Today
- Counter Coverage
- Authorized Personnel Only
All
General Discussion
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
I
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
SERVICE DESK STAFF MEETING
I Time
I 2:00pm
July 30, 2009
CIR Conference Room
D. Turnbeau
I Scribe
I none
Discussion Item
10
Facilitator
Deanna
Deanna
<!!.. Kari's Last Day- Today
-
-
2
Counter Coverage: Deanna
instructed staff that ALL personnel
are responsible for sharing the
responsibilities of counter
coverage. No employee is exempt
from this service. She instructed
the staff to come up with a
schedule that was more equitable.
Authorized Personnel Only:
Deanna discussed the fact that she
continually sees people in the
service desk area that she does not
know. She has instructed staff on
numerous occasions that if their
family is visiting they are to stay in
the back of the office out of view
of the front desk. The front desk
area MUST present a professional
environment. This instruction has
been ignored and Deanna has seen
unauthorized students/family using
the computer on the front desk for
personal use. This takes away
from student time and does not
look professional. Effective
immediately, Deanna has deemed
the help desk area as authorized
personnel only.
General Discussion
Much discussion re: fin aid and A&R sending
students to the help desk for assistance. Deanna
informed staff that the Academic Commons was to
be used for this purpose. Deanna will find out what
hours the academic commons staff is available to
help students with registration.
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
Watch List
Decision Description
10
1
•
•
Meeting Agenda
•
•
Meeting Agenda
Topic
Date
Location
Facilitator
10
1
Deanna
0
0
2
3
SERVICE DESK STAFF MEETING
I Time
August 18,2009
I 2:00pm
CIR Conference Room
I Scribe
D. Turnbeau
I none
Discussion Item
Facilitator
Deanna
LifeTime
Budget (purchases)
General Discussion
LifeTime Presentation
All
Frank Smith
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
1
2
Watch List
Decision Description
10
1
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
10
1
SERVICE DESK STAFF MEETING
August 18,2009
I Time
I 2:00pm
CIR Conference Room
I Scribe
D. Turnbeau
I none
Discussion Item
a
a
2
3
4
Facllitator
Deanna
Deanna
LiveTime: Frank and Justin did a
presentation for staff re: the new LiveTime
software. This is the software that will
replace OPRA for all IT and MIS staff
Budget (purchases)
- Deanna told staff that money is tight for
supplies and training. Staff needs to be
prepared that we will run out of supply
funds before year's end. Instructed them to
be prepared to provide justification for any
budgetary requests i.e., software, etc.
General Discussion
LiveTime Presentation
Student Email & FAQ Demo
- Google
- Frequently Asked Questions Software Demo
All
Frank Smith
Justin Gatewood
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
1
2
Watch List
Decision Description
10
1
2
Attendees: Kevin, Sheila, Teresa
Guests: Justin Gatewood, Frank Smith
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
10
1
SERVICE DESK STAFF MEETING
I Time
August 28, 2009
I 2:00pm
CIR Conference Room
I Scribe
D. Turnbeau
I none
Discussion Item
0
0
0
0
2
Facilitator
Deanna
Deanna
LiveTime Training: everyone is signed up
Budget Meetings: Deanna let staff know
that she been attending many meeting lately
and they need to be patient if she doesn't get
back to them right away.
Status of Help Desk Tech: The process is
moving forward and should have something
more solid to report by our next meeting.
Meeting Minute Docs: Deanna now has
access to Liz's files and will catch up on the
minutes once she can locate the last meeting
document.
General Discussion
Sheila: 1) reported problem with student id and birth
date not matching; 2) reported LiveTime password
rests not working; 3) discussed training for LiveTime
and student email
All
Teresa: 1) waitlist for on-line instructors not
working; 2) discussion re: problems on waitlists; 3)
who sets up GroupWise accounts (need process with
Liz gone)
Kevin: 1) Need a privacy screen for front counter
computer; 2) look for student instructions to reg; 3)
schedule meeting with A&R and Financial Aid to
discuss process for assistance (student waited in line
for 1.5 hours and was then sent to the Help Desk to
get his award letter.
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
1
2
Watch List
Decision Description
10
1
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
ID
I
SERVICE DESK STAFF MEETING
October 8, 2009
I Time
I 2:00pm
CIR Conference Room
I Scribe
D. Tumbeau
I none
Discussion Item
0
0
2
Facilitator
Deanna
Deanna
New Employee
- Deanna welcomed Espie to the team.
LiveTime vs. FAQ
- Justin demo'd to staffa feature of the FAQ
that we may want to use for our quick
tickets for password resets at the help desk.
General Discussion
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
I
2
•
•
Meeting Agenda
•
•
Meeting Agenda
Topic
Date
Location
Attendees
Facilitator
10
1
SERVICE DESK STAFF MEETING
I Time
October 27, 2009
I 2:00pm
CIR Conference Room
I Scribe
Discussion Item
D. Turnbeau
Facilitator
Deanna
0
0
0
2
I none
Deanna
Budget! Request for Supplies
Restructure of Help Desk
Service Levels
General Discussion
- Kevin
- Sheila
- Teresa
Espie
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
1
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
10
I
SERVICE DESK STAFF MEETING
I Time
November 5, 2009
I 2:00pm
CIR Conference Room
I Scribe
D. Tumbeau
I none
Discussion Item
0
0
2
Facilitator
Deanna
Deanna
Supplies
LiveTime vs. FAQ
General Discussion
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
I
2
Watch List
Decision Description
10
I
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Date
Location
Facilitator
Attendees:
10
1
Discussion Item
Facilitator
Deanna
0
2
SERVICE DESK STAFF MEETING
I Time
December 4,2009
I 2:00pm
CIR Conference Room
I Scribe
D. Turnbeau
I none
Deanna
Reorganization
General Discussion
All
Action Items
Decision Description
Comments
Owner
Status
Comments
Owner
Status
10
1
2
Watch List
Decision Description
10
1
2
•
•
Meeting Agenda
•
•
Mee t"mg AIgen da
Topic
Help Desk Staff Meeting
Date
1Time
12-16-2010
11:30 pm
Location
CIR Conference Room
Facilitator
1Scribe
I none
D. Turnbeau
Present
Absent
ID Discussion Item
Facilitator
Professional Enrichment Plans (PEP's)
1
Deanna
Accountability
Deanna
2
All
Open Discussion
Action Items
ID
Decision Description
Comments
Owner
Status
Comments
Owner
Status
1
2
Watch List
ID
Decision Description
1
2
•
•
Meeting Minutes
•
•
Meeting Minutes
Topic
Help Desk Staff Meeting
Date
12-16-2010
I Time
11:30 pm
Location
CIR Conference Room
D. Turnbeau
I Scribe I none
Facilitator
Present
E. Aragon; K. Crowley: S. Burnham· T. Bazurto; T. Robillard
Absent
ID Discussion Item
Facilitator
1
Professional Enrichment Plans (PEP's)
• Deanna shared the PEP form and explained it's
purpose. This tool is to be used as a means of
tracking all training provided and tracking training
needed/desired for the future.
• Deanna instructed staff to fill the form out and
bring it back to our next staff meeting on
Deanna
01/13/11.
Accou ntability
• Deanna shared with the staff the very urgent and
pressing issues facing the help desk. Faculty is
extremely unhappy with the level of service they
have been receiving. Grievances have been filed
and approved by the President. If we do not
improve our level of service, the faculty are
requesting that the help desk be shut down and
that VVC contract with Blackboard for 24-7
support.
• Deanna is demanding that all support for Financial
Aid, Admissions and Records cease immediately.
Detailed information should not be given for two
reasons: 1) you are not experts in these areas;
and 2) it takes time away from their support of
WebAdvisor and Blackboard. Staff can be helpful
by giving the students a general information hand
out and by assisting them with log in issues. Any
support beyond this will be detrimental to the
department as a whole. THIS IS A SERIOUS
SITUATION!
2
Open Discussion
• Sheila reported issues with voice mail messages
getting lost and/or delayed in delivery. This issue
has been reported to IT
• Kevin reported that the Blackboard upgrade is
scheduled for the 23 rd and 24 th • Blackboard
upgrade from version 8 to version 9.1
• Deanna to follow-up on academic commons
support during the break. Where can students go
for support during Winter?
All
•
•
•
Meeting Minutes
•
•
•
•
Deanna and Kevin discussed training schedule for
faculty on Blackboard version 9.1 throughout the
Spring semester. Kevin will put together a
schedule.
Discussion re: Espi's schedule during Winter. Espi
would like to keep same schedule. Deanna
concerned about her being in the building alone.
Deanna to speak with Frank re: the liability issues.
Action Items
ID
1
2
3
4
Decision Description
PEP Forms completed and
returned to Deanna by
01/13/11
Academic Commons
Su pport Confirmations
Blackboard 9.1 Training
Schedule
Espi's Winter work
schedule
Comments
Owner
All
Status
!
In Progress
Deanna
Completed
Kevin
In Progress
Discuss with Frank
Deanna
Completed
Comments
Owner
Status
Watch List
ID
Decision Description
1
2
•
•