NDLI: Going from 0 to 60 in 20 years: transitioning a help desk into a multi-function support center

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Going from 0 to 60 in 20 years: transitioning a help desk into a multi-function support center

Content Provider	ACM Digital Library
Author	Kirchner, Kathy
Abstract	This paper will focus on the transition of our Help Desk that began as a small User Services Support Desk with almost no budget, no upper management support, and an inexperienced staff of student workers. It was resurrected into a Help Desk of full-time staff "volunteers" who devoted their time to work the desk to support faculty and staff and the occasional student. The Help Desk later was staffed with two full-time support staff dedicated to providing good customer support and became the first point of contact for the majority of computing problems for faculty and staff. This mighty group of two remained constant for many years.As it began to struggle to meet the growing needs of its customers, which now included more students seeking help, it caught the attention of upper management. A departmental re-organization spun that small, but reliable Help Desk into a fully-staffed, multi-purpose Support Center that merged three different departmental components.The Support Center now struggles to merge the staffs that were comfortable in their own little niche of computing support into a group that "does it all". Their loyal customers now struggle to break old habits and not count on their usual support staff to resolve all their support issues. They must learn to give whoever answers the phone the opportunity to assist them. These challenges will be addressed later in this paper.
Starting Page	132
Ending Page	137
Page Count	6
File Format	PDF
ISBN	1595932003
DOI	10.1145/1099435.1099465
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2005-11-06
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Consolidation Support Staffing Help desk
Content Type	Text
Resource Type	Article

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