The Service Desk (x5486) will enter the AV equipment requests into our work order processing system. In addition, we will expand our online request systems to handle AV equipment. NHC-Scheduling will also be expanded to have the ability to enter work orders for equipment requests when the room request is made. This same access can be given to the library so when a faculty member checks out a video they could schedule equipment delivery if needed.
How will last minute requests be handled?
While I would expect these requests to be minimal since lessons plans and syllabuses outline course needs. They will be handled similar to our priority 1 requests. If the library receives a last minute request for media then they would contact the Service Desk to have the equipment delivered to the room.
How will the media items and equipment be taken care of? (Two calls or one)
This will have to be reviewed further.
Does the media department deliver the VHS, DVD, 16mm at the time the equipment is delivered, or does the faculty member pickup the media item from the library first?
Once this process is reviewed we can develop a proposal for how these will be streamlined to meet faculty needs.
Will OTS get rid of items like slide projectors, movie projectors, etc.?
No These are tools that are needed in the classroom even if it is mediated. In fact, we may actually add new types of media equipment for check-out, or modify room configurations to address specialty needs.
Will instructors have to deal with technicians that can not talk to them in anything other than Geek?
They shouldnt have to now. I am constantly trying to improve this part of the OTS operation. The position that is hired to support the equipment will be a person that knows AV and will be able to assist in the training and operation of the equipment. This position will work with the FSC to expand training materials.
Who will provide training and instruction on use of the equipment?
This is two fold. The first part will be handled by the AV-specialist. When the work order is received we will record if the faculty member would like instruction on the use of the equipment. If so, the delivery will be handled by an individual who can provide the instruction. The second part will be handled by working with the FSC to improve on-site training materials and to offer training sessions.
Will this new service be a part of OTS or a separate department?
The OTS department is already segmented by support responsibilities and specialization. Currently the department is organized as follows:
Service Desk (Help Desk)
Tier II primary support technicians
Tier III - Network support and Server support
Active Classroom and AV Services
These duties and responsibilities are separated and a professional staff level employee supervises the day-to-day operations. The long term planning, budgeting and priority reviews are then provided by the Manager OTS operations and customer support and the Dean of technology and planning. These additional services will be folded into active classroom support.