A Student-Run HelpDesk at Cornell University - Does it work?

摘要

Cornell Information Technologies (CIT), the university's computing services organization, offers a wide variety of programs and services through its division of Academic Technology Services (ATS). ATS provides information technology services, support, and guidance to the Cornell community so that students, faculty, staff, and departments can successfully use technology in support of the university's goals of education, administration, research, and outreach. In particular, the ATS HelpDesk provides technical support to the Cornell community for core technologies in use on campus, such as Bear Access (Cornell's network services interface) and EZ-Remote modem access. The Cornell campus consists of approximately 20,000 students with another 8,500 staff & faculty using internet software developed especially for the Cornell environment (known as Bear Access). With such a large community and the increase use of technologies, the support demands of the ATS HelpDesk have increased two-fold. As a result, the ATS HelpDesk has successfully used students to provide exceptional front-line service and support.