CHI TIẾT NGHIÊN CỨU …
Tiêu đề
Implementing a help desk at a small liberal arts college
Tác giả
Bisenius B.
Năm xuất bản
1992
Source title
Proceedings ACM SIGUCCS User Services Conference
Số trích dẫn
1
DOI
10.1145/143164.143188
Liên kết
Tóm tắt
In the past five years Kenyon College has taken a giant leap into the computer age. Its computing facilities have been transformed from a small VAX system, with little more than 100 users, to a complete campus network of 2400 users with access from hundreds of terminals and microcomputers located throughout the campus. Because of this rapid expansion in equipment and services, we at Information & Computing Services (ICS) established a help desk in August of 1991 to handle the increasing number of requests for services. Our help desk is primarily a phone-based facility, where anyone on campus may call one phone number for help with computing problems or requests. If the help desk person cannot handle the problem, it is then referred to an appropriate member of the ICS staff. Because our financial resources for a help desk were very limited, we were required to consider every aspect of planning from a strict cost-benefit standpoint. What resulted was a low-budget "home-grown" facility with a highly effective operation. We began planning a help desk facility in early 1991 with its implementation scheduled for the beginning of the coming academic year in August. We gathered information on other help desk operations and used it in drafting our own set of guidelines. These guidelines included: objectives, budgeting, support, physical setup, equipment and software needs, staffing and training, marketing, operating procedures, credibility, call tracking, phone management, and evaluation. We began to realize, as the help desk developed, that this in-depth planning phase was crucial to its ultimate success. This session will cover our approach to those above-mentioned aspects of planning and how we modified that approach during our first year of operation. It will hopefully offer a practical model for other small colleges who may be considering a help desk but have limited resources to begin. Copyright 1992 ACM.
Từ khóa
Tài liệu tham khảo
Nơi xuất bản
Association for Computing Machinery
Hình thức xuất bản
Conference paper
Open Access
All Open Access; Bronze Open Access
Nguồn
Scopus