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Ensuring Quality at the Helpdesk


Measuring and assessing quality can ensure excellence in the service offered by front-line support staff at the helpdesk.

Eric Bird

Eric Bird is Associate Vice President for Technology and Chief Information Officer at the Massachusetts College of Art and Design, where he has worked since 2005. He has over fifteen years of experience working in technology, nearly all of it in higher education.

In addition, Eric is active within EDUCAUSE and NERCOMP, having previously served on the EDUCAUSE Quarterly editorial board and professional development advisory committee as well as the NERCOMP annual conference program committee. After co-chairing the EDUCAUSE administrative systems management constituent group for several years, he formed and now co-chairs the EDUCAUSE professional development constituent group, and is currently a member of the EDUCAUSE Institute Management Program faculty as well as the EDUCAUSE recognition committee.

Eric also teaches in the IT Management program at Brandeis University. He holds a BA from Yale University and a Masters Degree in Public Policy from Harvard's Kennedy School of Government.


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