Help Desk and EDUCAUSE_MWRC08

The help desk at Saint Mary's University of Minnesota relies heavily on student workers for the end-user support of our liberal arts undergraduate campus as well as off-campus graduate and professional programs. This presentation will share the steps we took toward improving the professionalism, performance, and perception of the help desk.

The CITES Help Desk has begun organizing student project teams as a creative approach to internal programming and training tasks while providing undergraduate employees with professional growth opportunities. This presentation will provide an overview of how we organized this endeavor and the perspectives of some student employees working on these project teams.

In 2007, ECAR conducted a study of help desk management tools and practices in higher education information technology. This session looks at the study's findings as they reflect the help desk's role in addressing the emergence of new IT environments and the changing expectations of the client base.