Help Desk - 84 Resources

Overview

Publications (39)

EDUCAUSE publications address a diverse range of professional challenges in higher education IT, from updates on current developments to explorations of important overarching issues. Listed below are the full range of research, reports and other publications that EDUCAUSE and its members have written about Help Desk.

Keywords

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Item ID	Title	Resource Category	Pub Date	Views	Ranking
MAC0430	Putting Support at the Center: A New Model for Help Desk Staffing Ann Genovese Articles, Papers, and Reports	Mid-Atlantic Regional	01/01/2004	4,646
CNC9748	Reengineering Customer Assistance: The Good, the Bad, and the Ugly Barbara Goguen and William F. Hogue Articles, Papers, and Reports	CAUSE (Archives)	01/01/1997	4,856
CSD5249	Request for Proposals for Co-Managed Central Help Desk Services Colorado Community College System RFPs	Community Recommendation	12/03/2007	575
ERS0708	Service on the Front Line: The IT Help Desk in Higher Education Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	7,919
EKF0708	Service on the Front Line: The IT Help Desk in Higher Education – Key Findings Judith Borreson Caruso and Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	3,504
ECM0708	Service on the Front Line: The IT Helpdesk in Higher Education Roadmap Judith A. Pirani and Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	1,681
CNC9556	Supporting Information Technology -- The Evolution of a Model Norbert Riedl, Andrew Zafiropoulos Articles, Papers, and Reports	CAUSE (Archives)	01/01/1995	5,500
EQM0219	The Three-Continent, 24-Hour Help Desk: An Academic First? Jean M. Sykes Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2000	5,584
ECS0708	University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations Judith A. Pirani and Donald Z. Spicer Articles, Papers, and Reports	ECAR	12/21/2007	1,547
ECS0709	University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide Donald Z. Spicer and Judith A. Pirani Articles, Papers, and Reports	ECAR	02/14/2008	1,593
CSD5253	University of Northern Colorado RFP for a Co-Managed Help Desk Ryan Rose RFPs	Community Recommendation	05/17/2007	1,173
ERB0611	Vision, Data, and Analysis: An Administrative Structure for Decision Making Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	05/23/2006	3,848
EAF0331	Web-Based Help Desk Management System Articles, Papers, and Reports	EDUCAUSE Grant Programs (CAMP)	01/01/2003	3,760
ERB0918	Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365 Constance (Momi) L. Ford, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	09/08/2009	1,089

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Presentations (39)

Stepping away from the distractions of normal routine to meet with peers, share experiences, and learn together can be invaluable. EDUCAUSE places great emphasis on the face-to-face meeting experience, offering you numerous opportunities throughout the year to gather with colleagues - from small regional events and special topic meetings to large, national conferences covering the full spectrum of roles and issues important to higher education. For more information on EDUCAUSE conferences and seminars, please see our Frequently Asked Questions page. Listed below is the full range of presentations EDUCAUSE and its members tagged with Help Desk

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Item ID	Title	Resource Category	Pub Date	Views	Ranking
SER0404	Putting Support at the Center: A New Model for Help Desk Staffing Ann Genovese and Kathleen H. Gillette Presentations/Speeches	Southeast Regional	01/01/2004	4,207
EDU03134	Rethinking, Redesigning, and Regenerating Software Support for Students Judy Doherty and Claudia Servadio-Coyne Presentations/Speeches	EDUCAUSE Annual	01/01/2003	4,100
SWR0302	Seeing the Forest and the Acorns in the Decision Tree Sandy J. Burke Presentations/Speeches	Southwest Regional	01/01/2003	5,024
EDU06226	Self-Help Clinics: A Pragmatic Approach to Student Support Kimberly Brookes and Susan Lees Presentations/Speeches	EDUCAUSE Annual	10/10/2006	1,834
EDU0161	Soothing the Many-Headed Beast: How to Support Everything with Limited Resources Mark Adler, Susan Bright, and Brian Scott Presentations/Speeches	EDUCAUSE Annual	01/01/2001	6,349
EDU05170	Stretch Your Staff with a Departmental Liaison Program Dennis J. Bradley and Andrew C. Lawlor Presentations/Speeches	EDUCAUSE Annual	10/19/2005	2,512
SWRC09_48278	SupportU 24 x 7: Implementing and Maintaining a Co-Managed Help Desk Ryan Rose and Samual Penn Presentations/Speeches	Southwest Regional	02/26/2009	505
EDU07160	Tech Around the Clock: Expect the Unexpected with 24 x 7 Operations Sheri Stahler and Gerald D. Hinkle Presentations/Speeches	EDUCAUSE Annual	10/23/2007	603
MAC08038	Tech Around the Clock: Providing Scalable 24 x 7 Support Sheri Stahler, Gerald D. Hinkle, and Ronald F. Ardron, Jr. Presentations/Speeches	Mid-Atlantic Regional	01/15/2008	501
EDU05138	TechConnect: Student-to-Student Technical Help J. Keith Fowlkes, Katarzyna Manulik, and Debra G. Smith Presentations/Speeches	EDUCAUSE Annual	10/19/2005	2,434
MWR08086	The Help Desk as a Pivot Point for IT Agility Mark C. Sheehan Presentations/Speeches	Midwest Regional	03/17/2008	389
EDU07267	The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey Mark C. Sheehan Presentations/Speeches	EDUCAUSE Annual	10/23/2007	932
ECR0709	The Upward Trail: Success Factors in Help Desk Management Mark C. Sheehan Presentations/Speeches	ECAR	12/06/2007	1,149
MAC07080	Tools for Help Desk Management: Assessment and Guidance Elinor Madigan and Karen Pothering Presentations/Speeches	Mid-Atlantic Regional	01/18/2007	2,071

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Policies (1)

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Item ID	Title	Resource Category	Pub Date	Views	Ranking
CSD3001	Help Desk Software and Hardware Support Limits Policies and Procedures	Community Recommendation	01/01/2004	3,758

Podcasts (4)

Blogs (2)

EDUCAUSE hosts a number of blogs for its members. To view a list of all our blogs, click here.

Title	Blogger	Posted	Views
ECAR Publishes Study on the IT Help Desk in Higher Education	Colleen Luckett, EDUCAUSE	12/03/2007	494
EDUCAUSE Now Premier Episode Launched	Colleen Luckett, EDUCAUSE	03/17/2008	441