Or is it good news that we're open 24/7? Moving Tier 1 technical support outside your institution is like starting a new help desk. Some say it's the more cost-effective way to providing round-the-clock service for a small college. In theory it sounds simple enough, but in reality trying to train someone hundreds of miles away about your institution's culture, technology use, expectations, and needs is challenging. We'll take you through our journey in a no-holds-barred presentation of the best and the worst experiences in outsourcing technical support, through the bright hours of the day into the dark hours of the night.
Associate Director, IT Support Services, Babson College
Senior Director, IT Enterprise Services, Babson College