NDLI: Teamwork is the heart of technology

Please wait, while we are loading the content...

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?

Teamwork is the heart of technology

Content Provider	ACM Digital Library
Author	Cunningham, Kristy Hohlt, Tammy
Abstract	IAT Services, the central Information Technology group at the University of Missouri-Columbia, operates computing sites in general access, classroom, and residence hall settings. The computing sites are supported by various methods including on-site Consultants, roaming Support Specialists, and a call-in Support Center designed specifically for supporting the sites. In the past year, various services have helped to provide better customer service and employee satisfaction. Student employee training, incentives, and evaluation programs have been very successful in improving customer support, while new methods of distributing software has been a success in administering the sites.Site Operations and Site Productions function as a team to meet the needs of our internal and external customers.Site Operations coordinates daily computing site operations as well as hiring, retention, and evaluation for approximately 150 student employees (of which 32 are senior level positions). Site Coordinators supervise student employees who are hired with an emphasis on their ability to communicate with people in a customer service role. Senior level positions require not only excellence in customer service, but leadership skills and technical ability as well. Raise incentives and flexible schedules promote employee retention. Evaluations assure that employees meet performance requirements and mandatory guidelines. A Training Coordinator maintains a well-rounded training program, serves as Activity Director, acts as a go-between for faculty members reserving technology classrooms, maintains the Web pages, and supervises the Support Center. A Technology Coordinator supervises the technical crew who are responsible for advanced troubleshooting issues on all sites machines, printing issues in the sites, and departmental printing issues across campus.All Coordinators maintain the Computing Sites Information System (CSIS) database that provides "one stop shopping" for our student employees. They can communicate, research hardware and software used in the sites, check availability of classroom sites, manage their timesheets, and much more from one online location. Site Productions creates a distributed software environment for more than 1000 machines and a hundred pieces of software, merging technologies such as Novell ZenWorks, Norton Ghost, Microsoft Active Directory, and Windows 2000 into a manageable computer support infrastructure for over 42 campus computing sites. The production crew for Netware, PC and Macintosh work together to maintain hardware and software stability and attempt to sustain the pace of technology.
Starting Page	213
Ending Page	215
Page Count	3
File Format	PDF
ISBN	158113665X
DOI	10.1145/947469.947524
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2003-09-21
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Support center Incentives Residence halls Flexible scheduling General access Hiring Evaluations Customer service Training Distributed software Classroom Employee satisfaction Teamwork Computing sites Mentoring Sites operations Policies and guidelines
Content Type	Text
Resource Type	Article

Central Library (ISO-9001:2015 Certified)
Indian Institute of Technology Kharagpur
Kharagpur, West Bengal, India | PIN - 721302

See location in the Map
03222 282435
Mail: support@ndl.gov.in

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in