- Karen Edwards, July 3rd, 2018 
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.
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%
On Hold: 5.5% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%
Customer Satisfaction
Average Customer Survey Score: 4.77 / 5.00
Surveys Completed: 18
- Dan Magyar, Lead Help Desk Specialist, May 22nd, 2018 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 […]
- Dan Magyar, Lead Help Desk Specialist, May 21st, 2018 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 […]
- Dan Magyar, Lead Help Desk Specialist, May 4th, 2018 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 […]
- Dan Magyar, Lead Help Desk Specialist, May 4th, 2018 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 […]
- Dan Magyar, Lead Help Desk Specialist, May 4th, 2018 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 […]
- Dan Magyar, Lead Help Desk Specialist, May 1st, 2018 
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 […]
- Dan Magyar, Lead Help Desk Specialist, May 1st, 2018
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 […]
- Dan Magyar, Lead Help Desk Specialist, April 6th, 2018 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.
- Dan Magyar, Lead Help Desk Specialist, March 19th, 2018 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 […]
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