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Help Desk Outsourcing: Lessons Learned

Help Desk Outsourcing: Lessons Learned

Title:Help Desk Outsourcing: Lessons Learned (ID: MARC09_47949)
Author(s):Eric Behrens (Swarthmore College) and Kathie La Martina (Montgomery College)
Topics:EDUCAUSE_MARC09, Help Desk, Outsourcing, Student Computing Support
Origin:Mid-Atlantic Regional Conferences (01/07/2009)
Type:Presentations and Seminars
Abstract:

This presentation will examine the implementation and evaluation of help desk outsourcing projects from the perspective of two colleges with different experiences and outcomes. The IT help desk plays a strategic role in fulfilling the academic institution's mission and goals. Today's students expect electronic services on campus 24 x 7. The combined pressure of supporting a diverse technology environment while providing expanded support services has a growing number of institutions considering alternatives like outsourcing the help desk function.

View this resource:
Behrens: Outsourcing the Help Desk at Swarthmore
LaMartina Presentation IT Help Desk Outsourcing Lessons Learned
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