Improving Campus Technology Support - A Tiered Response Help Desk Structure
Submitted By: mbranch@ciu.edu
Lead Presenter: Michele Branch-Frappier
Scheduled For: Wednesday @ 1:00 PM in Water Oaks I
Session Type: Session - Presentation (includes keynote & business mtg)
Preferred Paper Track: Regular (non peer-reviewed) Paper Track
Target Audience: Any technical support staff or faculty interested in student, faculty or staff help desk support
Lead Presenter: Michele Branch-Frappier
Scheduled For: Wednesday @ 1:00 PM in Water Oaks I
Session Type: Session - Presentation (includes keynote & business mtg)
Preferred Paper Track: Regular (non peer-reviewed) Paper Track
Target Audience: Any technical support staff or faculty interested in student, faculty or staff help desk support
Abstract:
Providing quality customer service to students, faculty and staff can be a challenge in any setting but particularly on the higher ed campus. Moving from a one man back room tech to a 3 tiered network of technical support personnel took planning, time and experimentation. This presentation is designed to share our struggles, failures, successes and future plans.
Director of IT and CIO at Columbia International University; University of South Carolina, BA, Education, 1975; Columbia International University, MA, English Bible, 1994; Current, Certified Information Executive Institute; 30 Years IT experience in Educational and Corporate settings; Married, 2 sons (both of whom work in IT)
