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

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals

drupal — Wed, 07 Nov 2007 13:04:27 -0600

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.

Stretch Your Staff with a Departmental Liaison Program

drupal — Tue, 01 Nov 2005 12:34:31 -0600

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.

Outsource This!: Broaden Support and Reduce Staff Burnout

drupal — Fri, 25 Jul 2003 14:18:46 -0500

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.