Help Desk

EDUCAUSE Library Items for Help Desk

Showing 1 - 7 of 7 Results

Sort by:

Relevancy | Title | Date

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 …

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 ITâ…

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…

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…

Customer-Centered IT Support: Foundations, Principles, and Systems

November 9, 2004

To meet the IT support demands of more than 98,000 students and 15,000 faculty and staff across eight campuses, Indiana University developed a fully integrated Online Support Environment (OSE) th…