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Presented at EDUCAUSE Annual Conferences, Support Services, and IT Staffing

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences, Support Services, and IT Staffing.

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals
Added by the EDUCAUSE Librarian
Title:No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals (ID: EDU07084)
Author(s):Ellen C. Ramsey (University of Virginia)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Even the most seasoned IT professional needs constant training. How do you instill the love of lifelong learning in nontechnical support staff, at the same time moving them along the continuum toward more confidence and skill in technology support and troubleshooting? Empower them to learn, then teach them to teach other.

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http://www.educause.edu/ir/library/pdf/EDU07084.pdfNo Train
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Stretch Your Staff with a Departmental Liaison Program
Added by the EDUCAUSE Librarian
Title:Stretch Your Staff with a Departmental Liaison Program (ID: EDU05170)
Author(s):Andrew C. Lawlor (Edinboro University of Pennsylvania) and Dennis J. Bradley (Edinboro University of Pennsylvania)
Origin:Presented at EDUCAUSE Annual Conferences (10/19/2005)
Type:Presentations/Speeches
Abstract:With the continual growth in technology, a complement to the help desk support model was sought to provide training and expertise within the departments without adding to the complement or redistributing scarce resources. The Departmental Liaison program was developed to capitalize on the informal departmental networks of technical expertise.
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http://www.educause.edu/ir/library/powerpoint/EDU05170.pps
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Outsource This!: Broaden Support and Reduce Staff Burnout
Added by the EDUCAUSE Librarian
Title:Outsource This!: Broaden Support and Reduce Staff Burnout (ID: EDU03130)
Author(s):Joelle Faulks (Colgate University) and Ross Miller (Colgate University)
Origin:Presented at EDUCAUSE Annual Conferences (2003)
Type:Presentations/Speeches
Abstract:Faced with shrinking resources, rising service expectations, and burned-out tier 1 staff, support services are asking "How can we do more with less and remain effective?" This session covers Colgate's process of outsourcing tier 1 support as viewed from multiple perspectives, from the idea stage through implementation and evaluation.
View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU03130.pps
http://www.educause.edu/ir/library/ra/EDU03130.ram
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