November 9, 2007
The Key to a Successful Help Desk
Whether your technology help desk is open 8 to 5, into the evening, or all night long, it should be run like a well-managed customer-service center, says Mark C. Sheehan, a research fellow at the Educause Center for Applied Research.
At the very least, he says, a help-desk center should log queries from students and instructors, keeping track of how many times someone calls, what problem that person had, what was done to fix it, and what the result was. That way if the person calls
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