Implementing a Combined Computing Services & Library Help Desk

Abstract

The library profession is generally not aware of the help desk industry, its standard processes and technology, and little of this seemed to have been applied to university computing operations either. Yet, help desk processes and technology are a natural fit for library services and technology support in academic institutions. The University of North Carolina at Charlotte is in the final implementation phase of a combined user support operation for Library and Computing Services -- a team-managed operation that uses the current approaches to providing "help desk" services and uses state-of-the-art help desk technology. A key concept in an operation is also providing expanded professional growth opportunities for computing and library staff and is changing the way support staff are viewed by the State Personnel office. This user support operation has been termed a "world class" help desk by experts within the help desk industry.