eDesk Online-Internal Development and Deployment of Help Desk Management Software

摘要

After four years of operation, the University Computing HelpDesk at Washington and Lee University, previously student-run and studnet-centered, needed to become more reliable and to serve a wider audience. The HelpDesk has about 2,700 potential clients, including undergraduate and law studnets as well as faculty and staff. As the newly appointed first resort for our entire user community, it neede dto be able to track jobs, do trend analysis, and otherwide capture and use data. COmmercial software for these purposes was too expesive and often geared for other sorts of institutions, so we decidd to see what we could develop ourselves. This paper will brief you on the development and deployment of our HelpDesk management software.