Evolution of three help desks
Jerilyn Prescott, Tom Kilty, Gary Franklin, Andrew Cleary, Tony D. Lovgren, Angie Mai · 2001
The IT environment in higher education is diverse in both the technology being used and the various constituents being supported. To help support this heterogeneous environment many universities and colleges have developed either a support center or a help desk to provide a nexus for support across campus and responsibilities within their IT departments. This paper describes the evolution of support centers and help desk at three different universities. The panel will facilitate discussion on the problems, obstacles, achievements, and unique ideas used by other institutions in their evolution of a support center.