The consolidated help desk
Richard H Kirchmeyer · 2002
At Western Kentucky University we have nine different help desks for our various campus users to call - depending on where the problem is, what the problem is, and/or the time of day the problem occurs. In September 2001, a committee within the IT division was established to recommend a consolidation of these efforts. The committee finished its work in December 2001, and presented its findings [1]. This paper will outline the 10 recommendations made by the committee, the modifications to those recommendations, and the steps taken to implement a consolidated help desk function on campus. Following a presentation of the key points, a discussion with the session participants will cover the more practical sides of such a consolidation implementation.