Hi Dave, We have the same problem. Students don't like to reach out to help desk or create tickets. I usually ask faculty or staff if they hear any complains about wireless. I also sometimes walk around and ask students how wireless is working for them and what areas they face issues. Its easier for me as we have small campuses. But I am not sure how good this approach will be for bigger universities.
Regards, *Ankit Agarwal* Network Engineer California College of the Artstechnology.cca.edu |Email: [email protected] On Thu, Apr 2, 2015 at 1:09 PM, Alexander, David <[email protected]> wrote: > I’d like to know what other schools are doing to proactively > troubleshoot wireless issues on your campus. > > > > Our network team does a great job of troubleshooting end user wireless > connectivity issues when a customer calls the Service Desk to report an > issue, but end users don’t like to call our Service Desk to report issues. > Because of this, end users assume our network sucks or they try their own > workarounds (eg. using cellular data, etc.). > > > > What level of success do you have with customers contacting your Service > Desk about connectivity issues? Do you do anything to proactively find out > if customers are having connectivity issues? > > > > It seems like a lot of the issues are on the client side (eg. updating > Surface Pro drivers, applying a Mac fix, etc.). What approaches are you > using to communicate about device specific issues? > > > > I’d appreciate any feedback you have on how you are approaching this issue > on your campus to improve end user experience with your wireless network. > > > > Thanks, > > Dave > ********** Participation and subscription information for this EDUCAUSE > Constituent Group discussion list can be found at > http://www.educause.edu/groups/. > > ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
