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EDUCAUSE Library Items for Help Desk

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BYOD and Get Walk-in Service: April 1, 2013

Key Takeaways Boise State University, a large commuter school, has emphasized use of personal mobile devices for learning both in and out of the classroom. From the perspectiv…
The IT Help Desk: From Reaction to Engagement: May 31, 2012 | A session at the Southeast Regional Conference
We'll detail, in three parts, how the help desk at UNC Charlotte moved from a reactive to proactive organization while engaging campus and the surrounding communities in the process. We'…
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 …
Managing a Student Help Desk on Donuts and Achieving Success: March 2, 2010

Cultivate an inexpensive methodology for recruiting, training, and coaching student employees. Develop an effective training program that will transition students into exceptional employees, impr…
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…
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…
How We Leveraged Existing Resources to Create a New Support Center: March 18, 2008 | A session at the EDUCAUSE Midwest Regional Conference 2008
Illinois State University used prime space in the student center to create a new avenue for students, faculty, and staff to receive technology help and also added fee-based services. See how the co…
All You Ever Wanted to Know About Implementing a Help Desk Ticketing System But Were Afraid to Ask: March 12, 2008 | A session at the NERCOMP Annual Conference 2008
This session will cover how Massachusetts College of Art and Design implemented a new help desk ticketing system. Come hear what we learned and how we made it succeed. …
New Directions in Help Desk Support: February 21, 2008 | A session at the EDUCAUSE Southwest Regional Conference 2008
The University of Texas at Austin has changed our service delivery model at the help desk. Our new focus is on training and education: for the student consultants who answer the phones, for our ful…
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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