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Month: March 2014

Customer Support Calls

Published 28th March 2014

In preparation for my official* move to TEL Support my two bosses wanted to know more about the quantity and type of customer support Blackboard and PebblePad require, as I will be transferring the bulk of this work to the Senior Helpline to concentrate on technical admin and content development in TEL Support.

Creating a suitable report was an interesting challenge as there was nothing in SupportWorks, our call logging system, that quite did what was required.

The closest was a report on the number of calls resolved by category and person but it was all in code so I had to combine this with data from other sources, using Access and some joins, to turn the username code in an actual person’s name along with the team there were in, and another data set to convert the category code into the actual human-readable category, ‘INCI-BB00-BB01-BB14’ turns into ‘Incident > Blackboard/eLP > System Issues > Site/Module Content’ for example. Finally I turned the data into a pretty pie chart showing number of calls resolved by team.

The results of this exercise were fascinating. I now know that while I resolved 180 calls during February, which feels about right, our front line Helpline combined resolved a massive 481! I had no idea our front line were fielding and resolving so many calls at the first point of contact – it just goes to show what a great service we have.

* Bureaucracy is a magnificent beast is is not? Almost a month since I got the news no-one is sure if my secondment has actually started yet, though the bulk of my time is now spent doing work either directly for TEL Support or preparing documentation for the Senior Helpline. It also means I have two line managers.

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PebblePad Training and Submission Fault

Published 25th March 2014

Delivered a training session to a cohort of around a dozen nursing students today who had been having multiple problems completing and submitting a particular portfolio. I had been working with one of their tutors on this for some time but wasn’t really getting anywhere as the portfolio was set up correctly and working for a test student account I put on the Gateway. In the end it was, essentially, a training issues as the student’s didn’t realise that they couldn’t just upload a Word document and submit to the Gateway, but had to complete the portfolio or copy and paste anything they had written in Word into it, and it was then the portfolio itself which has to be submitted to the Gateway.

It was a very useful and successful session. I not only cleared this long-outstanding problem, resolving three calls in the process, but was able to fix a number of more general issues too.

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Hello World

Published 14th March 2014

Greetings, and welcome to my fifth blog, if memory serves me correctly. My first was a personal blog, written entirely in code as I used it as an exercise to teach myself HTML and CSS. This was probably around ten years ago now. I was proud of this one, but posting anything was cumbersome and after a while I transferred it all to WordPress. The third was just a revamp, a new theme and ‘relaunch’, but Twitter came along in between times and took over, so all these sites are gone now, like tears… in rain. Still going strong though is the fourth blog I created – http://www.attackhamster.co.uk – which is dedicated to my furry little friends. This is still WordPress, but now it’s hosted on my own web space as I wanted to learn more about WordPress, how to install from scratch and customise. There’s a story behind that domain name of course, but I’ll save that for another time.

This blog is a little different as it’s purpose is largely to provide me with a platform where I can talk about my work as a learning technologist and reflect on what I’ve learned in order to keep improving. I have also now reached a point in my career where I feel a certain responsibility to contribute more and give back to the learning technology community which has taught me so much over the past few years.

Another reason for starting this blog now is because a couple of weeks ago I was given the very happy news that I was going to be seconded into the University’s new TEL Support team, initially for three months but the indications are that it will be made permanent. It’s no secret that I was really disappointed by the decision to effectively disband the former LTech team last year, and with it my transfer onto the Senior Helpline, so this secondment is great news for me and it will be wonderful to get back to being a full time learning technologist again.

Finally, and with an eye on my CMALT renewal next year, this blog is providing me with a space where I can host a portfolio to showcase some of the things which I have created and am proud of, and to give me a smarter, better way of recording all of the CPD training I do and events I attend.

Note that while I am styling this as a professional blog, I fully reserve the right to delve into other areas of interest to me, technology in general, philosophy and literature for example. My Twitter on the other hand is the other way around, in that it exists mostly for personal use, but I do use it for work too sometimes.

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