Presented at EDUCAUSE Annual Conferences, Help Desk, and Customer Service

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From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University

Title:

From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University (ID: EDU05129)

Author(s):

Mary Ann Chianelli (Rutgers, The State University of New Jersey), John Fulton (Rutgers, The State University of New Jersey), and Frank J. Reda (Rutgers, The State University of New Jersey)

Origin:

Presented at EDUCAUSE Annual Conferences (10/19/2005)

Type:

Presentations/Speeches

Abstract:

Rutgers University has developed a help desk request tracking application that strives to ensure excellence in customer service. This presentation will address the success story of how this in-house solution regenerated an ailing help desk, expanded, developed a following, gained momentum, and landed at the precipice of an open-source release that will potentially be a valued resource for the entire higher education community.

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