Proceedings of the 33rd Annual ACM SIGUCCS Conference on User Services - SIGUCCS '05 2005 DOI: 10.1145/1099435.1099483 View full text
Sylvia Maxwell, Regina Davis

Abstract: Over the years, the IT Help Desk at the University of West Florida has evolved from a small student only operation to a robust 24/7 support center manned by certified help desk analysts. The current configuration of the help desk is the result of multiple transformations made to ensure our survival and to capitalize on strategic opportunities. Daily briefings combined with lead analysts in a highly team-oriented environment, allow help desk staff and student employees to move customer issues through a distrib…

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