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Good News: We're Open 24/7!
March 30, 2011 | A session at the NERCOMP Annual Conference 2011

Or is it good news that we're open 24/7? Moving Tier 1 technical support outside your institution is like starting a new help desk. Some say it's the more cost-effective way to providing …

The Benefits of Real-Time Remote Support
March 9, 2010 | A session at the NERCOMP Annual Conference 2010

In this session, senior IT leaders from the University of Massachusetts and Sage Colleges will detail the success of delivering IT support services 24 hours a day to tens of thousands of users in d…

Collaborating Outsourcing of the IT Help Desk
November 5, 2009 | A session at the EDUCAUSE 2009 Annual Conference

Have you added services without adding staff or support? Is your help desk staff overly stressed trying to keep up with phone calls and e-mail? Find out how Pima Community College and Arizona State…

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…

SupportU 24 x 7: Implementing and Maintaining a Co-Managed Help Desk
February 26, 2009 | A session at the EDUCAUSE Southwest Regional Conference 2009

The Technical Support Center at the University of Northern Colorado has been transitioning from a necessary evil (help desk) into a strategic, value-added organization (technical support center). T…

Teresa Sanford

Applications Administrator, Information Technology & Services

Guilford College

Greensboro, North Carolina


Teresa Sanford
Richard Fulton

Senior Application / System Analyst

Carnegie Mellon University

Sunnyvale, California


Richard Fulton
The Help Desk as a Pivot Point for IT Agility
March 18, 2008 | A session at the EDUCAUSE Midwest Regional Conference 2008

In 2007, ECAR conducted a study of help desk management tools and practices in higher education information technology. This session looks at the study's findings as they reflect the help desk…

Tech Around the Clock: Providing Scalable 24 x 7 Support
January 15, 2008 | A session at the EDUCAUSE Mid-Atlantic Regional Conference 2008

Students expect anytime, anywhere access to IT resources from multiple locations ranging from home to the classroom to the airport. Temple provides around-the-clock support through its service desk…

Tech Around the Clock: Expect the Unexpected with 24 x 7 Operations
October 25, 2007 | A session at the EDUCAUSE 2007 Annual Conference

Universities are seeing an increased demand for 24 x 7 IT operations. Temple University operates in 24-hour mode for both its help desk and student lab services. We've learned that "tech …


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