Overview
ConceptionOriginally, the Helpdesk had no form of training aside from actual experience while on the job. However, several students working at the Helpdesk took the initiative to document fixed procedures, such as resetting e-mail passwords in order to be able to pass the benefit of their experience on to new employees. Eventually, enough of these guides were gathered to create a formal training manual. This material was condensed and distributed as a 20 page booklet to new employees. Each employee would carry the manual with them during their work shifts and refer to it as necessary. While this was a definite improvement, several issues became apparent. First, this was method use quite a bit of paper. This was compounded by the fact that employees often lost the paper copy. Finally, without the paper manual at hand, many of the procedures were too complex for new employees to handle.
|
|
Fig 1-2: Organizational Structure |
DevelopmentSince the implementation of WebCT Vista at Valdosta State University, the Distance Learning department has been providing training and support to instructors interested in teaching online classes or hybrid courses (using a combination of face-to-face and online techniques). This project involved the migration of this education style from the teaching of students to the training of employees. Distance Learning created the a course shell and template for the Helpdesk, similiar to one found in an academic class. Then, student employees created content based on the existing training manual in order to populate this shell.
|
ProductionWhen the product was complete, it was deployed to the Helpdesk. However, "complete" may not be an accurate term. The Helpdesk has continue to modify and improve this course and even asked Distance Learning to create two additional WebCT. In addition to the Helpdesk, other areas of Information Technology have shown interest in this project and are seeking to implement the same form of training in their own areas. |
Fig 1-3: Content Import |
