Putting Help Where the User Is-A Desktop Computer Support Strategy

摘要

As the personal computer becomes a more integral part of the faculty member's job, the increasing level of day-to-day computer support-often without increases in full-time staff-becomes and improtant issue. Bloomsburg University's Center for Academic Computing addressed the challenge of providing quicker and more individualized support for faculty, by utilizing work-study student resources and osme shifts in current staff job duties. A new desktop support system ways created using teams which included studnet consultants, staff members and faculty department liaisons. Student consultants were positioned as a first line of support within each faculty office building. These students were given intensive training and placed in their own offices wihtin the supported building area. Each studnet consultant now reports to a full-time staff member who guides and oversees him or her. The staff member who guides and oversees him or her. The staff member also provides a second level of support for that area. Designeted faculty serve as communications links with each academic department. Overall coordination and management of the program is provided by one of the secondary support personnel. This paper describes the development of the program, the implementation phase, and the results of a satisfaction survey of the faculty that was taken one year after the start of the program.