Student Help Desk; Allsop Lab
The Student Help Desk is available to support student technical issues, such as:
- Student password resets- If students are having issues logging in with their k# the Student HD can help establish their password for their k#.
- Student email/Office 365- Can help with making sure students are able to login to access their Kirkwood Student email. Also can help see if the student has the access they need for Office 365 student accounts.
Allsop Lab is in the same location, which provides:
- Support student needs for software functions related to Kirkwood specifically (resetting passwords, Talon questions, etc.)
- Computer lab available for students (25 PCs, 4 iMacs, copier, and color printer available)
- Students are able to work individually or in a group at tables in Allsop.
- Students are able to get their Eagle Cards. Students can also check their balance or deposit money onto their Eagle Cards here.
Location: Main Campus- Cedar Rapids
Modality: in-person, phone
Rubric for Evaluation
Rating Scale:
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- 3 – Excellent. This resource goes above and beyond in this area.
- 2 – Adequate. Efforts are being made but more could be done to make it more accessible.
- 1 – Insufficient. This resource is not accessible in this way.
- N/A – not applicable for this resource.
| Current Use/Reflection | Notes |
| Who is the target audience for this resource? | The intended population is the entirety of the student population. Any and everyone who utilizes MyHub, Talon, and/or other Kirkwood programs. There does not seem to be much under-utilization, simply because there are certain services we offer to students that can only be done through our resource.
For example: Password resets, Forgot K# |
| What are the services being offered by the resource? | At the Student Help Desk, we focus on ensuring students maintain access to their Kirkwood accounts; including MyHub, Talon, their student email, etc. We also ensure to assist students outside of this scope, whether it be by submitting tickets to other departments, making calls to other departments, or simply ensuring the student is directed in the appropriate direction to receive the help they need. Ensuring the students can access their Kirkwood systems is the priority of the Student Help desk. |
| Are there known barriers or stigma that may prevent students from accessing the resource? | The only hesitations students may have could be because they may not be sure which department to reach out to in regards to their issues. However, when they do reach out to us, we ensure they receive the help they need. If the Student Helpdesk does not know the answer to the students issues, we seek out the appropriate resource to help the student as best as we can. |
| Is there any data available regarding student perceptions/use of this resource? | We can run phone usage reports that will tell us our call volume to the Student Helpdesk. We do not have any other data that would give us the perceptions of the service we are providing. |
| Rating | Notes | |
| Physical Accessibility | ||
| Is the physical location accessible to the student population it serves? | 3 | We are located in the Allsop Computer Lab, which is in room 131 of Nielsen Hall. |
| Are the resource’s visual images adequate in clearly communicating services, etc.? | 2 | There was signage placed in each classroom across campus to direct students to the Student Helpdesk. This is not something that we have audited or verified that it is still in place in each classroom.
There is a Student Help Desk link on the Kirkwood website. Faculty also verbally communicate to promote the Student Help Desk to students. There may be some confusion with students in regards to what IT/technical issues we can help with. We are able to assist students with some campus programs (such as Respondus LockDown Browser, Adobe, Office 365, etc.) However, we cannot assist with technical issues with their devices or more advanced software programs that are unique to their classes or major. |
| Wayfinding signage leading to the resource is visible, high contrast, and easy to identify. | 2 | Promotion to new incoming students through Student orientations
Promote through college wide digital signage. |
| Scheduling/Time Accessibility | ||
| Do the resource hours and timing of programming meet student needs? | 3 | Our semester hours are 8am-8pm Monday through Thursday and 8am-5pm on Fridays. During breaks, our hours are cut to 8am-5pm. High traffic hours would include the mornings and afternoons, especially Monday-Thursday. |
| Does the resource offer an on-demand option for face-to-face and online students? | 3 | Yes, students are able to contact our resource through phone calls, emails, and in person.
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| Do students have the ability to easily self-schedule at a time convenient for them? | N/A – we do not use a scheduling resource | |
| Digital Accessibility | ||
| Are available online resources easy to locate and user-friendly? | 2 | https://www.kirkwood.edu/explore/services/student-help-desk/index |
| Are necessary print resources available in digital formats? | 3 | Students have the option to print from the computers in the lab or from their personal devices. There is also printed sheets that describe what print resources we have and how students can use them. |
| Collaboration Support | ||
| Does the resource help students communicate, collaborate, work, or share information about academic content? | 3 | We have plenty of computers for students to use and an abundance of various tables and seats for students to use while working on their academic work. We encourage students to come in and work in groups within our space. As more and more students have their own computers, our traffic has increased for utilizing our space.
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| Multilingual Accessibility | ||
| Does the resource currently provide or have access to translation tools or reference materials in commonly spoken languages by Kirkwood ELLs? | 1 | We do not. |
| Does the resource use clear language and avoid jargon? | 3 | We do our best to avoid words or phrases that may confuse students. We also ensure they understand what we are communicating to the best of our ability. |
| Feedback | ||
| Is there a system in place for students and staff to provide feedback on services? | 1 | We do not have anything in place at this time to collect feedback. |
| Is there a process for periodic reviews of the resource and ongoing improvement? | 1 | We do not have anything in place at this time to collect feedback. |
| Inclusivity | ||
| Does the resource actively engage with traditionally underserved populations? | 3 | We serve all students that want to utilize our resource. |
| Does the resource take measures to ensure traditionally underserved populations feel welcome? | 3 | We serve all students to the best of our abilities and provide great customer service to all students that use our resource. |
| Are there events and activities that promote inclusivity? | 1 | We do not hold special events to inclusivity.
We serve all students that inquire and ask for assistance. |
| Are staff trained in cultural competence and inclusivity? | 1 | No, if this is available through Kirkwood, I would highly encourage the staff to do so. |
| Communication/Marketing | ||
| Which channels of communication are used to share services/programs | 2 | We maintain signage at the entrance that communicates our hours.
We have a Student Helpdesk website that advertises hours and services. |
| Is there a proactive strategy in place to ensure students and faculty are aware of resource materials/events/opportunities? | N/A | |
| Does the resource market itself to students appropriately? | 1 | Yes |