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Internal and External Communication and Collaboration: Building a Strong Help Desk Environment . Vivian Pair, VCU Debby Boyle, JMU. Help Desk Environment. Serve as the central hub for technology support & information Develop partnerships Be the center of attention

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internal and external communication and collaboration building a strong help desk environment

Internal and External Communication and Collaboration:Building a Strong Help Desk Environment

Vivian Pair, VCU

Debby Boyle, JMU

help desk environment
Help Desk Environment
  • Serve as the central hub for technology support & information
  • Develop partnerships
  • Be the center of attention
  • Become the center of “knowledge exchange”
  • Develop formalized support processes
virginia commonwealth university technology services help desk
Virginia Commonwealth University Technology Services Help Desk

An urban university located in Richmond, Virginia

A Research Institution known for its liberal arts programs and VCU Medical Center.

  • Two campuses, two Help Desk locations
  • Supports 40,000 students, faculty and staff
james madison university computing helpdesk
James Madison University Computing HelpDesk

Public university located in the beautiful and historic Shenandoah Valley of Virginia

  • Supports 18,000 students, faculty, and staff
  • Receives approximately 34,000 contacts or inquiries a year
stop firefighting
Stop Firefighting
  • Obtain buy-in of decision makers
  • Collaborate - Gain trust and confidence of peers, customers, and IT Subject Matter Experts (SME)
  • Envision every conversation as your opportunity to build strong productive working relationships.
be the center of attention
BE THE CENTER OF ATTENTION
  • Build partnerships to increase the strength and efficiency of the organization
  • Become a proactive, effective Help Desk as the central hub of the organization.
  • Be the Center of Attention
advantages of knowledge transfer
ADVANTAGES of KNOWLEDGE TRANSFER
  • Provides Staff with Needed Information
  • Increases First Call Resolutions
  • Reduces Stress
  • Improves Your Credibility
advantages of knowledge transfer1
ADVANTAGES of KNOWLEDGE TRANSFER
  • Builds Support Commitment and Buy-in
  • Identifies Communication and Support Processes Upfront
  • Frees Up Technical Support Staff for research, planning, testing & deployment of new technologies
  • Provides a Consistent Voice
lessons learned
LESSONS LEARNED
  • Formal methods of collaboration and communication are necessary
  • Staff & management buy-in is important
  • Do not be dissuaded
  • Find an advocate
  • Demonstrate the benefits
  • Continue to modify & update

The process is never ending, neither are the rewards.

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