Leveraging a Learning Management System to Promote Academic Technology Use and Student Engagement

The ITS Help Desk (HD) and ResNet have launched a web-based single-source learning management system for data-access organization. Both staff and student assistants utilize the application to complete daily tasks and conduct long-term planning. Both the HD Manager and Supervisor regularly update the knowledge base with pertinent information, allowing personnel to effectively support university-wide technology requests. The utility was developed to standardize responses to technical support requests, allow personnel to improve their technical and probing skill sets, provide a single location listing both HD and ResNet policies, and consistently improve customer service.