April Help Desk Activity

Work Orders Triaged: 392 – The Help Desk triages incoming Computer work requests.

Phone Calls: 801

Voicemail Messages: 184

Email to Help Desk: 454 – Email sent to helpdesk@svvsd.org *Starting in April 2016 all email sent to helpdesk@svvsd.org is automatically turned into a DTS work ticket.

Email to Personal Accounts: 7 – Email sent to our named personal accounts. We request that all email be sent to helpdesk@svvsd.org. This account is monitored and prioritized by all of us. Personal account are not monitored during absences.

Walk-ins/IM: 622

Other: 77

Resolution of incoming calls and messages.

Non-Ticket: Starting in April 2016 all email sent to helpdesk@svvsd.org is automatically turned into a DTS work ticket. General communication email received by the Help Desk account is marked as Non-Ticket.

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 8.08% – percentage of people that call but hang up when the Help Desk do not answer within the time they have available. Help Desk Goal <10%

On Hold: 8.04% – percentage of how long the average caller waits on hold as compared to their entire call time. Help Desk Goal <10%

Customer Satisfaction

Average Customer Survey Score: 4.81 / 5.00

Surveys Completed: 40

GoogleTalk Transition to Hangouts

Google will be discontinuing the Google Talk product on June 25, 2017 and will automatically transition all existing Google Talk chats to Google Hangouts. This will be a mandatory change implemented by Google.

How will this affect you?

If in your chat window you get a message and option to switch to Hangouts, please go […]

Meet Sean Cartwright

IT Operations & Infrastructure Manager Months with SVVSD: 2

What does your average day look like? My typical day revolves around how to provide the most reliable and secure user experience possible. I do this by collaborating with DTS staff, other SVVSD departments, school administrators, and vendors to ensure the district’s networks, services, and systems […]

Summer Tech Tips for Teachers!

Password management

Passwords expire every 2 months (63 days). If you change your password right before you leave for the summer, it won’t expire until the end of July. Correction: Keep in mind that if you do change your password while off the district network, you may need to bring your laptop in […]

New Password Manager

Short Version:

The current Password Manager for self-service password changes is being replaced with a more full-featured system. You will need to log into the new Password Manager and set up new security questions and answers by the end of the school year.

New Password Manager address: http://password.svvsd.org

Long Version:

Over […]

5 Things You Should Know About the Updated YouTube Filter

All St. Vrain networks apply YouTube’s moderate filter so that you can be as assured as possible that the content you view on YouTube is appropriate for students. (Though it’s still a good idea to preview before you project!) The not-so-good news is that the filter is only as good as the gnomes at […]

New Apps in LANrev Apps

The following apps have been added to LANrev Apps:

Google Photos

Google Photos provides unlimited storage of photos and videos, allows you to access these photos from multiple devices, and has advanced cataloging features that make it easier to sort and find your photos.

available in the LANrev App store for secondary students and staff […]

Summer Tech PD for teachers and Leaders

This summer, join us for several incredible learning opportunities! Use the links below to learn more and register.

Tech Camp – June 5-6, 2017 Secondary Digital Writing Institute – June 12-16, 2017 Leadership Lunch and Learn @ Tech Camp 11:15-2:30, June 5-6, 2017 Day 1 – Scott McLeod Day 2- Diana Laufenberg […]

Meet Gary Saunders

Gary Saunders Telecommunications Support Specialist Years with SVVSD: 38 Graduated from: Skyline High School

What does your average day look like?

My day is filled with checking and answering e-mails and phone calls, completing work orders, and coordinating work with various personnel throughout the district.

What are your favorite things about working for St. Vrain?

[…]

Password Changes Coming for Secondary Students

St. Vrain want all students to be good digital citizens. In support of that goal, this Fall all secondary students will be required to change their passwords annually. This change promotes account security for all services including Infinite Campus, Google Apps, etc. Please look for detailed communications from DTS in the future on the timeline […]