http://connect.educause.edu/display/41203 http://connect.educause.edu/display/41203 http://connect.educause.edu/educause/images/e_rss.png Comments for "IT Help Desk Management" en http://connect.educause.edu/display/41203 <p>This January 2007 survey informs research about the support services that higher education institutions provide to users of information technology resources. Help desks&#8212;sometimes called call centers or service desks, among other names&#8212;typically provide a first line of assistance to users of IT systems. Help desks vary widely in scope and effect. Part of the purpose of this survey is to assess that range of variation. The survey focuses on IT help desk services provided to the institution either directly through a central IT organization or through an outsourcing agreement.</p> http://connect.educause.edu/display/41203#comments Centralized and Decentralized Support Customer Service Documents Contributed by ECAR Help Desk SLA Support Services Survey Instruments Surveys Thu, 11 Jan 2007 15:31:43 -0600 drupal 41203 at http://connect.educause.edu