June Help Desk Activity

Incoming Calls Graph

Work Orders Triaged: 57 – The Help Desk triages incoming computer work requests.

Phone Calls: 565

Email to Help Desk: 406 – We request that all email be sent to helpdesk@svvsd.org. This account is monitored and prioritized by all Help Desk staff. Personal accounts are not monitored during absences.

Walk-ins/IMs: 6

Other: 20

Resolution of incoming calls and messages.

Call Resolutions Graph

First Call Resolution: 72% – this was low due to iPad swap tickets

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 7.5% – percentage of people that call but hang up when the Help Desk does not answer within the time they have available. Help Desk Goal <10%

Help Desk Calls Abandoned

On Hold: 5.5% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Help Desk Average Wait Time 26 seconds

Customer Satisfaction

Average Customer Survey Score: 4.77 / 5.00

Surveys Completed: 18

Copier/MFP Refresh

Description: Starting May 29th, DTS will be replacing the district’s Toshiba copiers with Konica-Minolta models.

Support: With the move to Konica Minolta, schools will be empowered to submit support calls directly to Konica Minolta at 800-456-5664. Copier support will be provided by Konica-Minolta technicians within approximately 4 business hours.

Click here for the […]

LTP Staff iPad Refresh

Exciting news! When we return to school in August, all LTP iPads for teachers and students will be refreshed with the NEW full sized iPad.

In June, we are also moving to a new Mobile Device Management (MDM) system. When we switch over, it’s possible that some apps downloaded from LANRev will be removed from […]

Dear Help Desk

I am going to be leaving St. Vrain at the end of the school year. From a technology perspective, what should I do before my next big adventure? – Nearly Departed

Dear Nearly, Thanks for asking! Here is a link to our Exiting Employee web page. It is a list of technology systems you may […]

Teacher iPad Refresh

Exciting news! When we return to school in August, all LTP iPads for teachers and students will be refreshed with the NEW full sized iPad.

In June, we are also moving to a new Mobile Device Management (MDM) system. When we switch over, it’s possible that some apps downloaded from LANRev will be removed from […]

Traveling Outside the U.S.?

If you will be traveling outside the U.S. and plan to access your district email or other Google apps, please click on the button to the right and answer some basic questions about your trip. Sometimes, if Google notices an account is being accessed from a non-standard location they will disable it. If we have […]

Meet Mataa Over

Technical Support Analyst & Teacher Years with DTS: 2

What does your average day look like? This semester (Spring of 2018) has been a bit different for me since I’m teaching a class. So on A days, I start at Skyline and teach the PTECH students about computer hardware. On B days, I like to […]

April Help Desk Activity

Work Orders Triaged: 367 – The Help Desk triages incoming computer work requests.

Phone Calls: 686

Email to Help Desk: 409 – We request that all email be sent to helpdesk@svvsd.org. This account is monitored and prioritized by all Help Desk staff. Personal accounts are not monitored […]

March Help Desk Activity

Work Orders Triaged: 336 – The Help Desk triages incoming computer work requests.

Phone Calls: 698

Email to Help Desk: 381 – We request that all email be sent to helpdesk@svvsd.org. This account is monitored and prioritized by all Help Desk staff. Personal accounts are not monitored during absences.

St. Vrain Valley Schools Targeted by Phishers

Description:

St. Vrain Valley Schools are currently the target of a spear phishing scheme. The phishers are creating non-district email accounts, but giving them display names of school administrators. They are then emailing specific people at the school, asking them to make purchases they will repay at a later date.

How to Respond

If you […]