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Tools for Help Desk Management: Assessment and Guidance
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Tools for Help Desk Management: Assessment and Guidance

Title:Tools for Help Desk Management: Assessment and Guidance (ID: MAC07080)
Author(s):Elinor Madigan (The Pennsylvania State University) and Karen Pothering (The Pennsylvania State University)
Topics:Assessment and Evaluation, Help Desk, Productivity Applications and Systems, Student Computing Support, Student Employees, Support Services
Origin:Mid-Atlantic Regional Conferences (01/18/2007)
Type:Presentations and Seminars
Abstract:Penn State Schuylkill has developed a set of tools for the management of their help desk. An online system assists student help desk workers with resolving problems. Another tool is the evaluation instrument to assess student workers' overall help desk performance.
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Link to Help Desk Manual
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Tools for Help Desk Management
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