NDLI: Open your eyes...speak your mind...help desk communicating

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Automating windows security: building a security CD

Looking outwards: extending services to departmental labs

"All in one" is the way to go...building a XP professional hardware independent image

Automation is a breeze with AutoIt

Conversing with customers

Oh no!: they want me to support students' computers...?

CARPE DIEM: seizing the day and reaping the benefit of student involvement in tools development

Network based home directories using OS X serv

The department apprentice program: providing support on a decentralized campus

Developing a synchronous web seminar application for online learning

Customer-facing communication

Developing an eLearning support model

Automation & delegation to reduce lab management workload

Going beyond the call of duty: the implementation and support of OMNI

Leveraging student owned laptops on campus: I can't connect to the network. can you help me?

The wireless tightrope: an economical, secure, and user friendly approach for the wireless campus

Building an IT help desk: from zero to hero

Combining audio/visual and computing support

Storm stories: surviving an upgrade to WebCT Vista

Casting nets in the waters of adaptive technology

An augmented campus design for context-aware service provision

The critical elements of patch management

Training: tackling the task of reeling them in

Printing in today's academic labs: not exactly what Gutenberg had in mind

A new collaborative software package: TeamSpace at Stanford University

Detecting intruders on a campus network: might the threat be coming from within?

NAS: the NAIST user authorization management system for network accesses in consideration of system administration volunteers

Developing a comprehensive communication strategy to meet the needs of various stakeholder groups

Students: heal thyself

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

Using thin client technology to reduce complexity and cost

Imaging, security, configuration, and maintenance for the masses

Developing an e-learning System which enhances students' academic motivation

Stemming the tide: laptop support without a mandate

Mapping the changing technological landscape: The university of Washington's 2005 faculty and student surveys on educational technology

Creative action teams: innovative opportunities for team work

A case study: implementing novell identity management at Drew University

Sharing knowledge with peers: return on your investment

Manning the boat with a diverse (non-traditional) crew

The evolution of software distribution: where did we come from and where are we heading?

Creating a culture of technical caution: addressing the issues of security, privacy protection and the ethical use of technology

Universal imaging: revolutionizing desktop support

So many labs: so little time

Security in the residential network

From 0 - 60 in 4.2 seconds supporting the RESNET

TECH spyware raid: the PEA matrix

Diskless linux system with unionfs for an educational computer center

From soup to nuts the comprehensive IT help desk

Gauging adoptability: a case study of e-portfolio template development

THE fish! philosophy®: customer service from the fishbow.

Navigating the great learning barrier reef: active training ideas to make learning fun!

Pooling efforts to cast for better student employees

Is your resNet support boat sinking?: try outsourcing!

The water is wide: network security at Kenyon College, 1995-2005

LaTeX: when word fails you

Multiple solutions for digitizing equations for students

PubsOnline: open source bibliography database

No parking!: (and other library technology quandaries)

Open your eyes...speak your mind...help desk communicating

New customers, new challenges, new structure: realigning support to survive massive growth

Time To start charging for cleaning student computers?

Online and instructor-led technical training: a charge-back model that works!

Providing technology orientation for new faculty and staff

Scheduling student employees doesn't have to make you crazy

Supervising students in satellite locations: overlords need minions!

Implementation of IPv6 functions for a network user authentication system opengate

Tying benchmarks and metrics to evaluations and organizational performance: the role of facilitating activities

QUICK scheduler a time-saving tool for scheduling class sections

Customer service: help for the help desk

Internal and external communication and collaboration: building a strong help desk environment

Classroom technology: assisting faculty in finding weapons of mass instruction

From waterfall to rapid prototyping: supporting enterprise-wide adoption of the oncourse collaboration and learning (CL) environment at Indiana University

Schooling our consultants for a sea of residents

Desktop management: reeling in the great white whale

Higher quality for less: IT user surveys over the web

You can never be too thin: skinny-client technology

Content for one: developing a personal content management system

LabDisplay: bringing computer lab management into the new millennium

Designing a new employee orientation (NEO) system

If you build it, they will come: implementing a distributed desktop support program that works

Revision control practices applied to computer configurations

Doing more with less: departmental labs support

Computer lab management: serving our customers through communication

Volunteerism: a new idea for filling university information technology needs

IT open house: what it can do for your organization

We've come a long way, baby!: but where women and technology are concerned, have we really?

Baiting the hook: catching and keeping quality student employees through professional development and non-numeric incentives

Synergy in action: when information systems and library services collaborate to create successful client-centered computing labs

The I.T. circuit certificate: training for the future

Rensselaer's mobile computing program a whale of an idea!

Helping students help themselves: malware removal

PERTs: the support side solution to residential computing

Providing students 24/7 virtual access and hands-on training using vmware GSX server

NUBB: a network usage-based billing system

Reeling in new ideas for training student support consultants

Learning organization principles & project management

ResNet management: Wayne State University's experience supporting cisco clean access agent

Using a database-driven website to track sensitive data use

Projectors, laptops, and remotes, oh my!: taming the lions and tigers and bears of classroom technology-the UWF model

Advanced technologies studios

Digital video clips covering computer ethics in higher education

I.T.'s not your parents' library: no box required

Open your eyes...speak your mind...help desk communicating

Content Provider	ACM Digital Library
Author	Nelson, Karla Kramolis, Tammie Kramolis, Teresa
Abstract	We have centralized and decentralized our Information Systems department at Baylor, so staying In Touch with the campus community as well as our own Information Technology (IT) group can be a difficult task these days. In this poster presentation we want to share with you the ways in which we communicate with each other and our campus community by means of our websites, phones, and knowledgebase system.The Help Desk staff provides front end support for all technology related calls. We utilize the HEAT® Service & Support Software, an Automated Service Desk Solution by FrontRange Solutions USA Inc., to track and allocate all calls received at the Help Desk.During the past year we have reconstructed our Help Desk website using the Content Management System to make it more user-friendly for our clients. We have the option to display alerts for new virus threats or other vital information and a system maintenance section that displays any planned outages or maintenance that may affect our clients.For outages and any known problems with our servers, we post them to our DOWN line that can be accessed by dialing 254.710.3696 (DOWN). We are also implementing a knowledgebase to work with our Heat call tracking system so that clients can search a problem/answer on their own and if needed submit a ticket for an IT tech to fix the problem. This knowledgebase is also being customized for detailed support information that will be used by our Help Desk consultants and IT support staff.
Starting Page	253
Ending Page	256
Page Count	4
File Format	PDF
ISBN	1595932003
DOI	10.1145/1099435.1099494
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2005-11-06
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Down Heat Knowledgebase Content management system Baylor university It Communication Frontrange solutions Help desk
Content Type	Text
Resource Type	Article

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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