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University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations

University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations

Title:University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations (ID: ECS0708)
Author(s):Judith A. Pirani (EDUCAUSE) and Donald Z. Spicer (University System of Maryland)
Topics:24x7 Support, Help Desk, Outsourcing, Support Services
Origin:Case Studies, ECAR (12/21/2007)
Type:Articles, Papers, and Reports
Abstract:

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of the University of Alberta to examine how its IT help desk uses online tools, and how the use of those tools impact the overall IT organization operations.

Citation for this work: Pirani, Judith A., and Donald Z. Spicer. "University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations" (Case Study 8). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

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