A recharge model for end user computing support: yes! people pay us to fix their computers

Abstract

UC-Berkeley's Departmental On-site Computing Support (DOCS) is a subscription based model for dedicated annual tech support service: Mac/Windows, Desktops, Servers, PDAs and other peripherals. We analyze clients' computing needs, help design and implement infrastructure, handle immediate needs (fires) while performing ongoing maintenance and upgrades to prevent fires.Many central campus services provide limited phone, email and to some extent drop-in help desk on specific services (email, calendar, etc). However, many problems need to be handled at the user's machine in the user's environment.Several colleges within UC-Berkeley and some majors/departments have their own help desk service or desktop support model, but the vast majority of administrative and academic departments are on their own. Some hire in-house technicians or student workers for their IT needs. Smaller units usually go without any direct support.The DOCS recharge model can be used as a 2nd tier to the Help Desk for in-depth work. The model is flexible enough to adjust staffing based on interest or stretched to provide different layers and levels of service and pricing, from a department too small to hire their own IT staff, to a large department in need of multiple platform support.This paper and presentation looks to explore how and where to expand our current services. It will demonstrate the current effectiveness of our current level of service. It will also address campus wide needs for campus level services that don't offer any in-person or on-site support as well as other areas of improvement or expansion.