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EDUCAUSE Library Items for Help Desk

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Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes: April 27, 2012

This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
Transforming Data Management with Microsoft SharePoint: Practical Approaches to Get Your Institution Started: June 1, 2012 | A session at the Southeast Regional Conference
Microsoft SharePoint is a powerful collaboration platform that enables IT to deploy quick and custom solutions to meet organizational and institutional needs. In this session, representatives from …
If You Build It, Will They Come? A Collaborative Framework to Share IT Knowledge: March 9, 2010 | A session at the NERCOMP Annual Conference 2010
IT support providers and end users both want similar things: fast and easy access to up-to-date IT information and solutions. Why not contribute to and share the same IT knowledge resource? At MIT,…
Request for Proposals for Help Desk Services: March 19, 2008

This was an RFP to provide Help Desk Services for on-line learning programs for three years with three annual renewal options. This was an RFP …
"Whatever": Revising Training Methods to Engage the New Generation of Help Desk Student Workers: January 14, 2010 | A session at the EDUCAUSE Mid-Atlantic Regional Conference 2010
Does your higher education support center employ student workers? If so, when was the last time you evaluated your training procedures? Are you using methods that engage the current generation that…
Are You Ready? A Systematic Approach to Training New Help Desk Staff: October 30, 2008 | A session at the EDUCAUSE 2008 Annual Conference
The Simmons Help Desk mentors and trains new students and regular staff through a comprehensive online and hands-on training program. Topics cover technical baselines and also Simmons-specific poli…
Help Desk Sourcing Options: One University’s Solution: December 4, 2007

This research bulletin discusses the factors that drove Roosevelt University's decision to "co-source" the information technology (IT) help desk, the unique challenges raised by th…
Adding Fun and Games to Training Programs: October 24, 2007 | A session at the EDUCAUSE 2007 Annual Conference
The CITES Help Desk at the University of Illinois at Urbana-Champaign needs an effective training program in our dynamic workplace. Learn how training games help us reinforce our traditional traini…
Leveraging Help Desk Infrastructure to Support Faculty Development: March 21, 2007 | A session at the NERCOMP Annual Conference 2007
Help desk infrastructure is routinely used to support the core technology needs of faculty. At UNH, we are leveraging that infrastructure to support faculty development as well. In addition to outl…
Tools for Help Desk Management: Assessment and Guidance: January 18, 2007 | A session at the EDUCAUSE Mid-Atlantic Regional Conference 2007
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 …

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