This edition of the ITS newsletter is dedicated to introducing the Learning Support Services (LSS) group to the JCU community in more depth. We hope to clarify for you how the services are aligned and managed. We invite your comments, questions, and suggestions. Please contact Patricia Dawson with any feedback you may have at firstname.lastname@example.org or 397-4617.
The LSS group was formed as part of the larger Information Technology Services (ITS) restructuring plan carried out during the summer of 2009, a key component of which was to improve customer service and satisfaction. ITS consolidated several existing service units to create the LSS with the stated objective of providing a high level of support services. One of the units was the Instructional Media Services (IMS) group, formerly reporting to the Dean of the College of Arts & Sciences, and another group was the former Client Support group within ITS. The services provided by the LSS group are focused in three areas. The first area is the Helpdesk & Classroom Support group. This group reports to Associate Director George Alaimo. The second group, formerly known as the Desktop Support Services group is now known as Client Services and reports to Associate Director Lloyd Moreland. The third area is the former Faculty Technology Innovation Center (FTIC) group. This group has been transitioned into the Center for Digital Media (CDM). The CDM is a collaborative program between ITS & Grasselli Library and is located on the main floor of Grasselli Library. Jay Tarby, PhD, Michael MacDonald, and George Leggiero (Unit Leader/ Systems, Grasselli Library) are the primary personnel supporting this new center.
Patricia Dawson Learning Support Services, Director
Jay Tarby, PhD, Faculty Liaison
George Leggiero , Student/Staff Liaison
Center for Digital Media
The Center for Digital Media (CDM) is now located in its permanent home on the main floor of the Grasselli Library adjacent to the Computer Commons, and is a result of an ongoing collaboration between ITS and the Grasselli Library. The CDM consists of three separate and distinct areas, an open multimedia lab, a faculty development area, and the office of the Faculty Liaison, Dr. Jay Tarby. Jay’s academic background is in the field of Multimedia & Instructional Technology. He has been helping JCU faculty integrate technology into their course work for the past seven years.
The library's George Leggiero is the multimedia lab liaison. His office is adjacent to the Computer Commons opposite the CDM. The multimedia lab houses workstations with specialized graphic, photo, and video editing software on both PC and MAC platforms and is open to the campus community. Students are encouraged to use this facility to complete multimedia projects. Staff are also welcome to use the facility. Skilled student workers will be available to assist and their hours will be posted in the area.
In the faculty development area, faculty can learn about and use new technology, work with instructional technologists to integrate technology into their coursework, and take advantage of the other services available through the CDM. Visit the CDM website http://www.jcu.edu/cdm for more information on available services. The recently established Faculty Technology Fellows will also hold regular office hours in this area.
Mike MacDonald (“Mac”) has been teaching and creating online course modules and content for over ten years. He has a Bachelors degree in Information Technology and a Masters in Teaching and Learning with Technology. Although multimedia and video are a passion of Mac’s, he enjoys most helping faculty and students find solutions for their graphics, audio, video authoring, and Flash animation challenges. Mac’s office is located in the Dolan Science Center, room East 358.Mac is also the campus videographer and can be contacted to schedule videotaping of your event. In these two capacities he has completed projects for numerous departments including Media Relations, Catholic Studies, the Boler School of Businesss, Education & Allied Studies, Multicultural Affairs, Residence Life, the Grasselli Library, and others too numerous to list here.
Please join us for the Grand
Opening of the Center for Digital Media (CDM), March 11, 2010 – Events
and demonstrations will be provided from 10 am – 5 pm,
with prize drawings during the reception from 3:00 pm – 5:00
CDM is located adjacent to the Computer Commons on the main
floor in Grasselli Library.
"Mac"Donald, Instructional Multimedia Designer
Alaimo, Learning Support Services, Associate Director
& Classroom Support
Moreland, Learning Support Services, Associate Director
The changes in the Helpdesk and Classroom Support operations represent the most significant changes in the ITS department, both in procedures and personnel. As a result of the ITS restructuring and the university voluntary separation program, all of the professional staff members in these operations are new. As we move forward, we are improving many of our procedures at the Helpdesk in an effort to provide you with superior service. It will help us to help you better if you continue to direct all of your calls for technical support to the Helpdesk at 397-3005.
Marilyn Thomas staffs the Helpdesk from 8 am to 4:30 pm Monday through Friday and Paul Hays staffs the desk from 2 pm to 10 pm Sunday through Thursday. Marilyn and Paul are Technical Support Assistants charged with providing first tier technical support by resolving as many problems as possible during your initial call. This may include talking you through a fix, directing you to self help areas, or even remotely logging into your system to directly repair the issue. If they are unable to assist within a short, reasonable amount of time, your issue will be assigned to a Client Systems Specialist. Marilyn and Paul are aided by more than 30 student assistants at the Helpdesk. The student assistants are receiving enhanced training in order to improve their ability to directly resolve issues. The Helpdesk staff are all being trained to be GREAT. They are to Greet, Recommend, Explain, Assist, and Thank you. To accomplish this, they are being trained to ask pertinent questions and log your information into our service tracking database, Track-It! The student employees are also receiving training to assist with frequently asked questions and various technical problems that are handled regularly at the Helpdesk. When calling about a technical issue, you will be asked for the following information as appropriate to your call:
a phone number where you can be reached
the JCU property tag number of the problem
a detailed description of the problem, including the
precise error messages if possible
Formerly of the IMS unit, Ross Dawson provides day-to-day operational support for the classrooms, media services for campus events, video conferencing, and assistance with video production services. However, he now provides them as part of ITS’ integrated Classroom Support group. As we continue to integrate these services into the LSS structure, your requests for media carts, microphones, and multimedia services should continue to be entered into the IMS website. Your entry of requests through the website insures the receipt of your request and allows us to continue to deliver the high level of service you have come to expect from this system. Requests placed via e-mail or phone call introduce the potential for error.
Please feel free to contact George Alaimo at email@example.com or 397-1963 with any suggestions you feel would benefit this operation or with questions about the new procedures that have been introduced. Thank you for the opportunity to work with you as we continue to improve the services we provide.
The Client Services operation provides in-depth client desktop support, which includes troubleshooting, maintenance, installation, and repair of faculty/staff/administrator desktop systems. Leisa Campbell, Mark Foster, and Nick Stoll, assisted by Ric Blamer (Boler School of Business) and Langston Macklin (Grasselli Library and Breen Learning Center) are the technologists who deliver these services.
In addition to the staff above, Je Lem manages the classroom and lab computer / software installation and maintenance for the campus along with administrating the student printing system, various application servers and student network accounts.
All calls for technical assistance should be directed to the Helpdesk, which insures that a work order is created detailing the specific issues encountered by the caller. The caller will receive an e-mail from the work order service database, Track-It! when the work order is entered. The work order ticket number is included for reference and provides immediate access to the work order and its status should a follow-up call to the Helpdesk be necessary. All callers should be contacted by a member of the Client Support group within 24 hours of the time when their work order is assigned to a team member. Work orders are usually assigned within 2 hours from when they are captured. This contact may be in the form of a call or an office visit. After confirming with the caller, the office visit may be ‘virtual’ through the use of remote assistance if appropriate. By providing remote assistance, Client Services professionals can quickly repair many issues without the “travel time” required for traditional office visits.
Should you need to contact the team member about an active work order, please call the Helpdesk with your work order ticket number. The Helpdesk will add your message to the work order to ensure it reaches the appropriate team member. Messages reach team members much more quickly this way since work orders in the system are checked routinely, and are the primary place where a technician looks for new information rather than e-mail or voicemail. Once your work order is completed you will receive an e-mail from the Track-It! system confirming the completion. The Track-It! system also selects random completed work orders for follow-up assessment. If you should receive one of these short (5 question) surveys, please respond honestly as this will help to improve the services we offer.
Please feel free to contact Lloyd Moreland at firstname.lastname@example.org or 397-1719 with any suggestions or questions you may have.