NDLI: Adventures in Starting a Service Desk

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Adventures in Starting a Service Desk

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Adventures in Starting a Service Desk

Content Provider	ACM Digital Library
Author	Wainwright, Kelly Power, Caitlin
Abstract	This paper will discuss the journey taken by one small school, Lewis & Clark College, to implement a Service Desk. There are many aspects that go into a Service Desk, or so we learned when we transitioned a year ago from multiple separate service points to a one-stop shopping model of service. This change was part of an overall IT reorganization and had the goal of streamlining the process of receiving technology assistance. Some of the elements that helped this transition be successful include employing the correct staff and retraining existing staff, including student employees, implementing the correct tools (in our case for ticket tracking and equipment checkout) and creating an environment that would support and further our goal. One hurdle that we faced was changing the technology support culture on campus. This required much marketing, communication and a Grand Opening event to introduce the entire campus to the change. Were we successful? To some degree yes, and in other areas we are still working or dealing with new challenges.
Starting Page	11
Ending Page	14
Page Count	4
File Format	PDF
ISBN	9781450340953
DOI	10.1145/2974927.2974940
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2016-11-01
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Service desk Student staffing Technology support Reorganization. Implementation
Content Type	Text
Resource Type	Article

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

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