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EDUCAUSE Library Items for Help Desk

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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 …
IT Services Sourcing Survey: November 4, 2008

This November 2008 survey is a critical component of the EDUCAUSE Center on Applied Research (ECAR) study of IT services sourcing in higher education. The historically binary decision to self-ope…
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 …
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…
ERP Call Centers: Benchmarking and Implementation: December 9, 2003

This bulletin describes principles, structure, reporting structure, and best practices related to call centers specifically designed to support institution-wide applications. Based on a case stud…
Management by Fact: MIT and Stanford Benchmark the IT Help Desk: January 1, 2003

A joint Stanford/MIT team developed metrics, assessed costs, and unearthed best practices from each campus. An innovative "dashboard" provides key data to manage the Help Desk. Learn abou…
Home Grown Web Help Desk Software: January 1, 1998

In the fall of 1996, Illinois Wesleyan University's office of Information Technology developed a simple intranet web application for tracking user support calls. This presentation looks at ho…
Home-Grown Web Help Desk Software: January 1, 1998

In the fall of 1996, Illinois Wesleyan University's Office of Information Technology developed a simple intranet Web application for tracking user support calls. This paper looks at how the us…
Dear WWW: Managing Communication through the World Wide Web: January 1, 1997

In the four years since the authors first implemented a WWW infrastructure for the UC Davis campus, they have received an amazing amount of e-mail regarding general campus questions and concerns. T…

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