Support arrangements for the video conference service

A first time user of video conferencing must become familiar not only with operating the equipment (which is easy to use), but also with the preparatory arrangements necessary for scheduling a successful video conference. To ensure first time user experiences are positive, first level support for the video conference service is provided by a video conference co-ordinator in each division and operating unit.

The role of the divisional video conference co-ordinator is:

  1. To ensure a video conference checklist has been correctly filled out and provided to Service Desk, prior to the session, for each of the division’s video conference sessions
  2. To make room and equipment bookings with ITS (IT Services) on behalf of users. This will ensure that up-front scheduling details have been properly covered
  3. To facilitate video conference sessions for new or infrequent users. Being present at the start of the session to make the necessary connections with the remote site(s), and showing the user how to use the equipment. In many cases the user may become self-sufficient after about 10 minutes of facilitator assistance.
  4. To train frequent users to be self-sufficient involves teaching the user how to make the remote connections, how to operate any advanced functions they may require and some troubleshooting techniques in case problems arise.  In many cases, a single training session will be enough

If an operating unit is without a video conference co-ordinator for any reason, ITS offers video conference facilitation services on a temporary basis whilst a divisional video conference co-ordinator is selected and trained.  If the role is not filled within a reasonable time period, the ITS Service Delivery Manager will discuss with the division how their video conferencing needs could continue to be supported on an ongoing basis, e.g. via a Service Level Agreement.