The Comprehensive IT Help Desk: A Single Point-of-Contact for the University Community

摘要

The IT Help Desk at the University of West Florida provides services to a university community of over 9,000 students, 1,200 faculty and staff, and an undetermined number of alumni, prospective students, and the general public. Functioning as a single point-of-contact for IT information, questions, and requests, the Help Desk offers a comprehensive suite of services, and facilitates critical campus communication regarding IT issues. Services include: standard phone and desktop support, enterprisewide system monitoring, campus IT alerts, eLearning support, classroom technology support, ResNet Help Desk, software purchases, and an IT event calendar. Daily 8:00 AM briefings combined with work load “expeditors” and lead analysts in a highly team-oriented environment, allow Help Desk staff and student employees to move customer issues through a tiered support matrix. This matrix encompasses IT resources within the central IT department and throughout a distributed university support model. It also includes departments and offices that are not technical in nature. Customer surveys provide feedback and suggestions for continued improvement.