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New Directions in Help Desk Support

Added by the EDUCAUSE Librarian
Title:New Directions in Help Desk Support (ID: SWR08055)
Author(s):Alayna Zajic Wadleigh (University of Texas at Austin) and Blaine Hensley (University of Texas at Austin)
Topics:EDUCAUSE_SWRC08, Help Desk, Student Computing Support, Training
Origin:Presented at Southwest Regional Conferences (02/20/2008)
Type:Presentations/Speeches
Abstract:

The University of Texas at Austin has changed our service delivery model at the help desk. Our new focus is on training and education: for the student consultants who answer the phones, for our full-time staff, and for our customers.

View this resource:
http://www.educause.edu/ir/library/powerpoint/SWR055A.ppsPresentation
http://www.educause.edu/ir/library/pdf/SWR055B.pdfTraining Guide
http://www.educause.edu/ir/library/pdf/SWR055C.pdfDocumentation: Installing Windows
http://www.educause.edu/ir/library/pdf/SWR055D.pdfDocumentation: using Symantec
http://www.utexas.edu/its/helpdesk/Public Help Desk Site
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