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 providesrnservices to a university community of over 9,000 students, 1,200rnfaculty and staff, and an undetermined number of alumni,rnprospective students, and the general public. Functioning as arnsingle point-of-contact for IT information, questions, andrnrequests, the Help Desk offers a comprehensive suite of services,rnand facilitates critical campus communication regarding IT issues.rnServices include: standard phone and desktop support, enterprisewidernsystem monitoring, campus IT alerts, eLearning support,rnclassroom technology support, ResNet Help Desk, softwarernpurchases, and an IT event calendar.rnDaily 8:00 AM briefings combined with work load “expeditors”rnand lead analysts in a highly team-oriented environment, allowrnHelp Desk staff and student employees to move customer issuesrnthrough a tiered support matrix. This matrix encompasses ITrnresources within the central IT department and throughout arndistributed university support model. It also includes departmentsrnand offices that are not technical in nature. Customer surveysrnprovide feedback and suggestions for continued improvement.