Help Desk and EDUCAUSE2007

Universities are seeing an increased demand for 24 x 7 IT operations. Temple University operates in 24-hour mode for both its help desk and student lab services. We've learned that "tech around the clock" does not mean only extra hours; it opens a new set of unexpected challenges and rewards.

This session presents findings from the 2007 ECAR survey on IT help desk management in the U.S. and Canada. Using assessment methods derived from IT service management standards and the broader IT help desk literature, ECAR has developed a robust view of the state of the practice in this highly significant service area.

The CITES Help Desk at the University of Illinois at Urbana-Champaign needs an effective training program in our dynamic workplace. Learn how training games help us reinforce our traditional training, enrich the job skills of our student consultants, provide information on existing services, and foster teamwork among our staff.