Help Desk

EDUCAUSE Library Items for Help Desk

Good News: We're Open 24/7!

March 30, 2011 | A session at the NERCOMP Annual Conference 2011

Or is it good news that we're open 24/7? Moving Tier 1 technical support outside your institution is like starting a new help desk. Some say it's the more cost-effective way to providing …

Collaborating Outsourcing of the IT Help Desk

November 5, 2009 | A session at the EDUCAUSE 2009 Annual Conference

Have you added services without adding staff or support? Is your help desk staff overly stressed trying to keep up with phone calls and e-mail? Find out how Pima Community College and Arizona State…

Help Desk Outsourcing: Lessons Learned

January 7, 2009 | A session at the EDUCAUSE Mid-Atlantic Regional Conference 2009

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 pla…

The Upward Trail: Success Factors in Help Desk Management

December 6, 2007

Presentation at the Sixth Annual ECAR Symposium, December 5-7, 2007, in Boca Raton, Florida. The 2007 ECAR help desk study, Service on the Front Line: The IT Help Desk in Higher Education, identi…

The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey

October 25, 2007 | A session at the EDUCAUSE 2007 Annual Conference

This session presents findings from the 2007 ECAR survey on IT help desk management in the U.S. and Canada. Using assessment methods derived from IT service management standards and the broader IT …