[369] in Resnet-Forum
Help Desk Operation
daemon@ATHENA.MIT.EDU (Susan Riederer)
Wed Oct 5 14:54:07 1994
Date: Wed, 5 Oct 1994 14:21:11 -0400 (EDT)
From: Susan Riederer <srieder@tsclion.Trenton.EDU>
To: resnet-forum@MIT.EDU
Although this is a little bit off the beaten track of questions or
comments regarding resident hall computing, from attending the conference
at Stanford I know there is alot of expertise out there...so here goes.
Presently, at Trenton State we are implementing TQM and one of the
project teams within the Information Management area is dealing with Help
Desk/End User support and the process of a user reporting a computer
problems through getting their problem fixed/or resolved. We have a
central Help Desk for our administrative mainframe operations, however,
on the desktop technologies side (PC, MAC, Unix, Lan) we have a
decentralized support system.
I am looking for advise or models of how other college operate, staff and
support a Help Desk function; where it lies in your organizational
structure; how calls are solved and tracked, etc. I am also interested
in the process organizations have gone through to analyze, develop and
implement a structure, whether centralized or decentralized.
I appreciate any help or direction!
Thanks!
Susan G. Riederer E-mail: srieder@trenton.edu
Director, Information Technology Services Phone: (609) 771-2174
Trenton State College Fax: (609) 771-3484
