Help Desk Outsourcing: Lessons Learned

This presentation will examine the implementation and evaluation of help desk outsourcing projects from the perspective of two colleges with different experiences and outcomes. The IT help desk plays a strategic role in fulfilling the academic institution's mission and goals. Today's students expect electronic services on campus 24 x 7. The combined pressure of supporting a diverse technology environment while providing expanded support services has a growing number of institutions considering alternatives like outsourcing the help desk function.