1	Technical Support Update and Resources for Marshall University Chuck Elliott Associate Director, Customer Services University Computing Services
2	Tech Support Resources Help Desk at Marshall 6 full-time (includes 2 senior analysts) + 2 part-time = 7 FTE To accommodate Vista 2.0 support, recruiting 1 new position which has been approved Compare Marshall to other universities: MIT has 1 FTE per every 700 faculty/staff/students Stanford has 1 FTE per every 1000 faculty/staff/students Under a continuing mandate to do more with less Reducing TCO and user training is key to support Improving images for supportability Increased use of web resources
3	UCS Help Desk Calls (April 2003 – January 2004)
4	Threats To Support and Strategy to Overcome User Ignorance (some might say “apathy”) Educate users Malware, OS and application vulnerabilities, viruses Educate users Obsolete hardware Educate users and the leadership Upgrades Coordinate, collaborate, and educate
5	Marshall Resources UCS Web site http://www.marshall.edu/ucs/ Help Desk FAQs http://www.marshall.edu/ucs/cs/helpdesk/faq.asp Office 2003 Forum http://support.marshall.edu/forums Step-By-Step Training on Windows and Office UCS Help Desk
6	New (or revised) on the UCS Web Site New Help Desk Home Page http://www.marshall.edu/ucs/cs/helpdesk/default.asp Help Desk designed FAQs http://www.marshall.edu/ucs/cs/helpdesk/faq.asp Downloads Page http://www.marshall.edu/ucs/CS/helpdesk/downloads.asp Chronological List of Changes http://www.marshall.edu/ucs/cs/cloc/ UCS Staff Directory http://www.marshall.edu/ucs/staff.asp
7	Questions ?? Chuck Elliott Associate Director, Customer Services University Computing Services