UF Computing Help Desk
Staff Responsibilities
Full-Time Staff:
Manager - Fran
Operations Manager – Wes
Account Manager - Sandy
Workstation/Phone Support (WS) – D.
Web-based Interfaces/Trouble Ticket (WEB) – Adam, Lenny
Electronic Thesis and Dissertation (ETD), Training (TRAIN) – Jim
Learning Support Systems (LSS) - Doug, Steve
Help Desk Roles:
FTE
Role
First Level Account Specialist
Second Level Consultant
Consultant Backup or Supervisor
Account Backup
Full-Time Staff Shift
WS/Laptop/PDA support
Unix specialist
ETD specialist
LSS specialist
Projects for student staff
Trainee
Training & Proficiency Testing
Code
AS
C
CB
AB
S
WS
WEB
ETD
LSS
PROJ
TRAIN
Full-Time
1.125
0.250
1.000
0.500
1.800
0.500
Student
8.275
4.730
2.825
1.425
1.700
0.25
0.500
0.75
1.00
.50
Help Desk Tasks and Responsibilities:
Tasks
Initial phone, walk-in greeting
Record problem details in ticket
GatorLink account creation and status
GatorLink password reset/extend
Low level technical, resource questions
(lab hours, training, obtaining software)
Route technical ticket to consultant
queue
Primary
AS
AS
AS
AS
AS
Fran McDonell
Page 1
Secondary
C
C
C
C
C
Backup
CB, S
CB, S
CB, S
CB, S
CB, S
AS
3/6/2016
Route special account service request
Route technical thesis question
Technical topics: email, connectivity,
CD software, OS utilities, etc.
Technical topics: web page
development, programming, etc.
Problems with access to GatorLink
authenticated web-based courses,
student services, admin menu, etc.
Walk-in laptop and PDA configurations
Thesis client email and consultations
WebCT/Turnitin access problems
WebCT/Turnitin/Respondus accounts
Faculty or TA LSS development
GatorLink account override functions
(add quota, mailbox, clear expiration)
1st pass Help Desk client email
Technical topic Help Desk client email
Escalation of technical issues
NERDC BA account password service
Special account services (print/dialup
refunds, class accounts, Grove
organization accounts, NERSP resets)
GatorLink CS representatives support
Special (group) account requests
Create/fund NERDC accts –
departmental, class, Basic Access
Backup non-HD staff when absent
(classroom reservations, lab issues,
software distribution)
Directory issues effecting accounts (2
UFIDs, no birthdate, incorrect last
name, incorrect affiliation, etc.)
LSS tutorials for clients
WebCT templates for course creation
Instructor-led training for LSS
Train Help Desk frontline in LSS
FAQ development for LSS
LSS systems administrator
WebCT account management
CMS advisory group, chair
Turnitin account management
Respondus account management
Supervise LSS staff
ETD workshops
AS
AS
C
CB
WS
C
CB
WEB
AS, C
CB
S
C
ETD
AS, C
LSS
LSS
AB
CB
WS
CB, S
LSS
S
Sandy
AB
CB
CB
AB, CB
Sandy
S
S
S
Sandy
Fran
Wes
Fran
Fran
S
Sandy
Sandy
Sandy
Fran
Fran
Fran
Sandy
S
S
Fran
Steve
Steve
Steve
Steve
Steve
Doug
Doug
Doug
Doug
Doug
Doug
Jim
Doug
Doug
Doug
Doug
Doug
Fran McDonell
Page 2
Fran
Steve
Steve
Steve
3/6/2016
ETD templates
Manage ETD consultation
Supervise ETD students
Computing orientations/presentations
Coordinate training for lab operators
Coordinate leisure courses, proficiency
testing
Train and supervise trainers
Participate w/ IT Training Committee
Coordinate student web programming
Unix training for Help Desk
Web-based client and internal systems
Remedy Help Desk ticketing maintain
Interoperability of Help Desk systems
Ticket reports, client feedback surveys
Develop and maintain web pages
Help Desk schedules and scheduling
Help Desk personnel administration
Help Desk day-to-day operations
Coordinate hiring, training teams
OPS budget tracking and analysis
Help Desk traffic statistics
Develop and deliver AS training
Develop and deliver C training
Develop and deliver AB training
Develop and deliver CB training
Account management procedures, log
Administrative tasks (deliveries,
meetings, calendar, lost & found)
Backup for office manager (payroll,
paychecks, mail, etc.)
Develop and deliver training for
CIRCA reception
Program staff phones
On-site student staff liaison
Front line CIRCA staff reception
Build and maintain HD workstations
Multiple OS software builds for HD
Software purchasing, install, maintain
Liaison to lab, staff workstation support
Help Desk phone, voice mail system
maintenance
Help Desk card key entry system
Coordinate Consultant Level 2
laptop/PDA training program
Jim
Jim
Jim
Jim
Jim
Jim
Fran McDonell
Page 3
Jim
Jim
Adam
Adam
Adam
Adam
Adam
Adam
PROJ
PROJ
Wes
Wes
Wes
Wes
Wes
PROJ
PROJ
Wes
Fran
Sandy
Sandy
Fran
Lenny
WEB
Fran
Fran
Fran
Adam
Wes
Wes
Fran
Fran
Wes
Fran
Wes
Fran
Sandy
D
Sandy
PROJ
Sandy
Sandy
AS
PROJ
D
D
D
D
Sandy
Sandy
D
PROJ
D
D
3/6/2016
Secure and inventory all HD equipment
and software
Physical security officer for HD
Help Desk goals, service planning
Help Desk budget requests
Escalation and referral processes
Liaison with campus service providers
Help Desk staff supervision
Oversee services and operations
Help Desk liaison to GatorLink systems
Assist in development of GatorLink
end user account management interface
GatorLink customer service
representative security access
D
Fran McDonell
Page 4
D
Fran
Fran
Fran
Fran
Fran
Fran
Fran
Fran
Wes
Fran
Sandy
S
3/6/2016