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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. 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

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  1. Internal and External Communication and Collaboration:Building a Strong Help Desk Environment Vivian Pair, VCU Debby Boyle, JMU

  2. 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

  3. 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

  4. 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

  5. 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.

  6. 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

  7. ADVANTAGES of KNOWLEDGE TRANSFER • Provides Staff with Needed Information • Increases First Call Resolutions • Reduces Stress • Improves Your Credibility

  8. 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

  9. 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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