Help Desk

EDUCAUSE Library Items for Help Desk

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Integrating Technology Resources to Support the Academic Program

January 1, 2001

This presentation discusses in depth how Drexel University used Remedy help desk software, Symposium call center software, facilities management application, Automated Call Distribution queues, wir…

Learning from the Outsourcers

January 1, 2005

"Outsourcing, in general, has been discussed on campuses for some time. Too bad those conversations have seldom involved the help desk." &quo…

Help Desk Dictionary

January 1, 2006

A comprehensive collection of terms related to the help desk and help desk management. From A to Z, over 1000 terms defined.This is the online abridged version of printed version of "The Help …

University of Northern Colorado RFP for a Co-Managed Help Desk

May 17, 2007

This is an example of a RFP for Help Desk management services. The University of Northern Colorado (UNC) sought supplemental information technology support for both on-campus and distance learnin…

Request for Proposals for Co-Managed Central Help Desk Services Colorado Community College System

December 3, 2007

This is an example of a RFP for Help Desk management services. This is an example of a RFP for Help Desk management services. …

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 …

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 ITâ…

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 …