IT Help Desk Management

This January 2007 survey informs research about the support services that higher education institutions provide to users of information technology resources. Help desks—sometimes called call centers or service desks, among other names—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.