The IT Help Desk: From Reaction to Engagement
Thursday, May 31, 2012 | 2:30PM–3:30PM | Grand Ballroom Foyer
Session Type:
SERC12
We'll detail, in three parts, how the help desk at UNC Charlotte moved from a reactive to proactive organization while engaging campus and the surrounding communities in the process. We'll address how we responded to various challenges and negative perceptions from campus and from internal IT groups; the impact of expectations in a world of high system availability and instant everything; and opportunities for the help desk and IT support in general to become an esteemed partner in furthering the university's mission of teaching and learning.
