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EDUCAUSE Library Items for Student Computing Support
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The IT Help Desk: From Reaction to Engagement
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May 31, 2012
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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'…
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Help Desk Outsourcing: Lessons Learned
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January 7, 2009
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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…
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How We Leveraged Existing Resources to Create a New Support Center
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March 18, 2008
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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…
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All You Ever Wanted to Know About Implementing a Help Desk Ticketing System But Were Afraid to Ask
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March 12, 2008
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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. …
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Tools for Help Desk Management: Assessment and Guidance
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January 18, 2007
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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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From Labs to Collaborative Spaces: Development of Temple University's TECH Center
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January 17, 2007
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A session at the EDUCAUSE Mid-Atlantic Regional Conference 2007
In January 2007, Temple University will open the TECH Center, the largest facility of its kind in the nation. Designed to meet student technology needs and encourage collaborative work, the 24-hour…
