NDLI: Rapid help desk revitalization

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Achieving rapid service deployment in an academic environment

Adult learning: the often overlooked aspect of technical training

Advanced information technology support for life sciences research

All in the family: utilizing shared resources across campuses

Being Sam Malone: customer service on a campus where "Everybody Knows Your Name"

Colgate university's ITS study groups: in-house personal and professional development

Computing competencies: ensuring student success

Computing labs and technology classroom (CLTC) initiative: a model for distributed support

A proper set of tools are needed to corral support

Creating a professional development program to support a handheld computing initiative

Deep in benchmarking: using industry standards to assess a training program

Deep in budget restraints: return on investment (ROI)

Deep in the heart of client services: it's not just about hardware and software

Deep in the pocket of technology creative fiscal management in tight times

Developing a valuable tool for IT staff: increasing efficiency and communication with an intranet

Enforcing model network citizenship by remote administration

Escaping the quicksand and getting back on the trail of team projects

Establishing standards for usable and accessible user services web sites

The evolution of the electronic campus: from a communication system to an educational delivery system

Evolution of the "Red Book": from (paper) rags to riches

Expanding help desk services: the benefits of student S.O.S.

Helping faculty help themselves: a collaborative approach to peer mentoring

HERDING CATS: training students in customer service, assisting faculty and facilitating trainers for various technical levels

Higher education ERP: a framework to reduce the pain

How to recruit, motivate and retain effective student workers?

Implementation of fee-based printing in student computing sites

Incident handling: an orderly response to unexpected events

The insider: the web site that brought Mesa's williams campus together

Instituting and advocating technology training and sharing of ideas for online courseware

Instructional support at small universities: a training perspective

Integrating WebCT with diverse campus systems

ipod, uPod, wePod...: doubling your client support and strengthening team ties with virtually no extra resources

A KeyServer for faculty, not just labs

Leadership by design: collaborations and cornerstones

Liberating lab computing: building a stable yet flexible computing environment for students and faculty

Macintosh OS X: a smooth migration

Making online training and support easier for everyone with viewlets

Managing higher ed web sites: balancing the need for timely updates, the requirements of institutional marketing, and the development of content

Marketing computer support services through relationship and training strategies

New name, new image: PC help desk steers massive PR launch

The power of story

Putting OSX in an open access lab: (or "The Joy of X")

Rapid help desk revitalization

Ready, connect, learn: preparing students for campus technology

Regaining single sign-on taming the beast

The road less traveled: staff-driven re-org

Schedul-EZ: a tool for scheduling faculty, rooms and courses

A simple web content management tool as the solution to a web site redesign

The SNet model: access, security and e-services for students

Student staff: n. an energetic, brilliant, creative, talented potential rolled into a food-driven, sleep-deprived, unmotivated creature who wears dirty clothes

Student workers: the heart of the help desk

Supporting a Windows XP/Red Hat Linux dual boot environment

It takes a village to build an image

Teaching with technology, setting an example

Teamwork is the heart of technology

Technical outreach: if the mountain won't come to Mohammed...

Technology in the hearts of the faculty

The technology learning center (TLC): a comprehensive learning environment for students

Tech-NO-Nerds: why the best student computer lab consultants are often not from the computer science department

Training and documentation

Training program growth...: from flat line to pulsating

Transitioning to unstaffed computing sites

UNB's single site service source

The University of New Brunswick's pilot for an electronic theses and dissertation program

Using a course management system to create a training course for student employees

WebDAV: what it is, what it does, why you need it

What's old is new again: training is the information technology constant

Why make websites accessible?: and how?

Rapid help desk revitalization

Content Provider	ACM Digital Library
Author	Gormly, John
Abstract	Like many similar institutions, Brown University initially developed its Help Desk using a student staff. As technology became an integral part of the university, the expected level of desktop computing support began to rise. Because these expectations were not met, users became dissatisfied with support services. The number of support calls dropped and many departments began to hire staff to provide desktop computing support. In July 2002, under new leadership, we began the rapid Help Desk revitalization process, establishing a plan to improve the level of desktop computing support. Our immediate goals were to clarify the means of accessing computer help by making the Help Desk the clearing house for all computing questions, to ensure that 85% of the calls would have a wait time of one minute or less, to escalate fewer problems to level 2, and to provide support to our customers with as little interruption as possible. With these goals in hand, Brown made a rapid transition from a student staffed Help Desk to a professionally staffed Help Desk, implementing new tools for call-handling and remote assistance and started providing Service on Site (SOS) for faculty, staff and students - all in two months time.At the nine-month mark, the effect on our campus has been dramatic. We are receiving high praise from our customers. Letters and phone calls let us know the positive impact we are having not just on campus technology but also on the whole campus community. It is still too soon to label our work a success, but we are definitely headed in that direction. This paper will cover these customer service based improvements:The Roll of the Professional Help Desk SpecialistChange in our hours of operationsAutomatic Call Distribution systemRemote Desktop accessImplementing SOS.
Starting Page	159
Ending Page	162
Page Count	4
File Format	PDF
ISBN	158113665X
DOI	10.1145/947469.947512
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2003-09-21
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Professional staff Students Systems Help desk
Content Type	Text
Resource Type	Article

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