Different Strokes: Providing Help Desk Services Internally or Outsourcing

Wednesday, March 28 | 8:30AM–9:15AM ET | Room 554
Session Type: Breakout Session
Delivery Format: Interactive Presentation
Information and instructional technology directors from two medium-sized colleges will share the varied approaches their institutions have taken to providing comprehensive technology help desk services. Based on actual experience, the relative merits of using in-house professional staff, student workers, a combination of the two, and outsourcing will be discussed. Tips to increase chances of success within each of the approaches will be presented, along with a discussion on how to best leverage the resources available. Session participants will be encouraged to describe the help desk models they have experienced and to share their tips for success.

Outcomes: Learn about alternative models for providing technology help desk services * Understand best practices to maximize the chance of success within each help desk model * Network with peers facing similar help desk challenges


  • Trisha Clay

    Associate Vice President and Chief Information Officer, Hudson County Community College
  • Eric Hagan

    Dean of Online Education, DeSales University
  • Bruce Sarte

    Director of Information Technology, Cedar Crest College

Resources & Downloads

  • Different Strokes Helpdesk Approaches pbl

    1 MB, pdf - Updated on 1/26/2024