| Title: | From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University (ID: EDU05129) |
| Author(s): | Mary Ann Chianelli (Rutgers, The State University of New Jersey), John Fulton (Rutgers, The State University of New Jersey), and Frank J. Reda (Rutgers, The State University of New Jersey) |
| Topics: | Customer Service, Help Desk, OSS, Productivity Applications and Systems |
| Origin: | Presented at EDUCAUSE Annual Conferences (10/19/2005) |
| Type: | Presentations/Speeches |
| Abstract: | Rutgers University has developed a help desk request tracking application that strives to ensure excellence in customer service. This presentation will address the success story of how this in-house solution regenerated an ailing help desk, expanded, developed a following, gained momentum, and landed at the precipice of an open-source release that will potentially be a valued resource for the entire higher education community. |
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