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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 Desk

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 Desk

  • 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 DeskOF 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 Desk

  • Provides Staff with Needed Information

  • Increases First Call Resolutions

  • Reduces Stress

  • Improves Your Credibility


Advantages of knowledge transfer1
ADVANTAGES of KNOWLEDGE TRANSFER Desk

  • 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 Desk

  • 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.