Streamlining User Services Support to Do More with Less

Digital learning has become embedded into the curriculum and learning spaces at the New Jersey Institute of Technology. The reality is that staff lines have generally stayed flat despite the fact that the number of supported technologies and spaces continues to increase. This presentation will outline how NJIT updated our approach to user support by reorganizing our Information Services and Technology division in order to break down silos and improve the effectiveness of the help desk to best meet the needs of students, faculty, and staff.

OUTCOMES: Learn how to diagram alternative reporting structures to support user service functions within your IT organization * List ways your IT organization can empower user-services employees to resolve calls quickly