Main Nav

Help Desk Sourcing Options: One University’s Solution

Tuesday, December 4, 2007

Abstract

This research bulletin discusses the factors that drove Roosevelt University's decision to "co-source" the information technology (IT) help desk, the unique challenges raised by the use of contracted services as part of a technical support solution, and how this solution fits within the context of outsourcing in higher education. It includes a description of how the service addresses the needs of the three principal constituencies -- users, agents, and technicians -- as well as an overview of the accommodations that institutions might need to make in order to develop this type of support solution.

Download This Resource

Tags from the EDUCAUSE Library

Tags from the Community