Different Strokes: Providing Help Desk Services Internally or Outsourcing

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