Loading...
Please wait, while we are loading the content...
Similar Documents
Service on the Front Line: The IT Help Desk in Higher Education
| Content Provider | Semantic Scholar |
|---|---|
| Author | Caruso, Judith Borreson Sheehan, Mark C. |
| Copyright Year | 2007 |
| Abstract | Copyright 2007 EDUCAUSE. All rights reserved. This ECAR Roadmap synthesizes 454 responses to a January–February 2007 online survey of the EDUCAUSE membership and interviews with 36 IT professionals involved with help desk concerns, and it summarizes the 2007 ECAR study, Service on the Front Line: The IT Help Desk in Higher Education, by Mark C. Sheehan. To order the full study or to learn about subscribing to ECAR, visit the ECAR Web site at http://www.educause. edu/ecar or contact us at ecar@educause.edu. KEY FINDINGS Most institutions provide all help desk services from a single central IT help desk. Help desk services are most frequently offered by telephone, e-mail, and in-person interaction either at the help desk location or at the user’s location. Only about 35 percent of respondents say their institutions use self-service tools effectively to reduce demand for help desk services. In general, the richer the help desk toolset, the better the help desk’s overall service quality. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://library.educause.edu/-/media/files/library/2007/12/ekf0708-pdf.pdf |
| Alternate Webpage(s) | https://library.educause.edu/-/media/files/library/2007/12/ecm0708-pdf.pdf |
| Alternate Webpage(s) | https://library.educause.edu/-/media/files/library/2007/12/ers0708w-pdf.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
