transforming a help desk from average to excellent
Educational institutions face the challenge of providing technical support to faculty, staff, and students for diversified systems and expanded services. The campus help desk has become the "hub" of support with the many "spokes" of user services centered on it. The help desk directs the communication between services and teams, unifies the support to faculty, staff, and students of centralized and decentralized systems, and manages change so its impact is transparent as possible to users.There are six common challenges that most campus help desks face. They are: 1) Creation of an internal Service Agreement, 2) Coordination of centralized and decentralized support, 3) Limited resources, 4) Change management, 5) Acquisition of timely feedback, and 6) Collaboration among teams. Developing workable and creative solutions to these challenges will turn an average help desk into one of excellence.
help desk service centralized and decentralized support limited resources change management user support staff training