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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 …
Session: Managing a Student Help Desk on Donuts and Achieving Success: December 22, 2009

Cultivate an inexpensive methodology for recruiting, training, and coaching student employees. Develop an effective training program that will transition students into exceptional employees, impr…
Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365: September 8, 2009

This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support. It reviews the challenges of…
Beyond the Help Desk: Creating a Culture of Service in the IT Organization: August 25, 2009

This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of ser…
HELPING the Help Desk: July 20, 2009

Outsourcing and technology are elevating customer service on IT’s front line. Outsourcing and technology are elevating customer service on IT�…
Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project: February 25, 2009 | A session at the EDUCAUSE Southwest Regional Conference 2009
Knowing that students look to the web for many services, Texas Woman's University IT help desk launched a knowledgebase self-service solution, Just Ask I.T. The success of Just Ask I.T. led to…
IT Help Desk Management: January 16, 2007

This January 2007 survey informs research about the support services that higher education institutions provide to users of information technology resources. Help desks—sometimes called call ce…
Vision, Data, and Analysis: An Administrative Structure for Decision Making: May 23, 2006

When Indiana University prioritized support to match the demands posed by an expanding environment of pervasive computing, it put its decision-making strategies to the test. This research bulleti…
From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University: October 19, 2005 | A session at the EDUCAUSE 2005 Annual Conference
Rutgers University has developed a help desk request tracking application that strives to ensure excellence in customer service. This presentation will address the success story of how this in-hous…
An Architecture for Evolving IT Customer Service: July 5, 2005

As a sequel to the ECAR research bulletin "Customer-Centered IT Support: Foundations, Principles, and Systems" by the same authors, this bulletin describes the philosophy behind Indiana…

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