08.Nov.2010 at 23:25 by Mcteague
Awesome discussion!
How Do You Manage (to) and Lead Your Help Desk?
Chris King – NC State, Fred Melchor – Elon University, Tami Violette – UNC-Wilmington, Cynthia Saylor – UNC-Pembroke (08.Nov.2010 at 17:45)
Talk at UNC CAUSE 2010 (English - US)
A special topics luncheon at SERC10 last June spawned lively conversations on managing and leading a help desk. This panel brings the discussion to Cause attendees to share ideas regarding outsourcing, student-sourcing, setting service limitations, assigning administrative rights for front-line staff, training and preparation, curtailing burn-out and retaining excellent staff.
Quicklink: https://joind.in/1993
Track(s): Leadership and Management
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Comments
09.Nov.2010 at 14:45 by Denise Luken
Good group of presenters. Funny, lively discussion. Nice to see how helpdesks across Universities have the same issues and concerns and interesting to hear how creative some are in becoming more efficient and effective.
09.Nov.2010 at 14:55 by Cassie Manis
I definitely walked away with ideas for my university's help desk.
09.Nov.2010 at 14:58 by Liz Cummings
Found this session very helpful. Many ideas offered that could be useful on my campus.
10.Nov.2010 at 14:08 by Jerome Hoskins
I found this session very valuable by making me aware of how helpdesk support is offered across various campuses in the system. Sharing ideas and challenges adds greatly to the general body of information and provides opportunities for collaborative learning.
10.Nov.2010 at 14:31 by Dali Hiltebeitel
Loved hearing about other help desks and that ultimately we are all facing the same issues. Being there also helped me identify the other HelpDesk folks and it was a great way to start networking.
10.Nov.2010 at 15:49 by Liz Cummings
Very informative and excellent resources to take back to my own campus.
08.Nov.2010 at 22:50 by Andy Click
An energetic discussion on the wide variety of support styles and the many common problems that come with them. Thank you for leaving so much time for discussion!