Our Journey to a 90% Student-Run Service Desk

Tuesday, March 27 | 2:00PM–2:45PM ET | Room 552
Session Type: Breakout Session
Delivery Format: Interactive Presentation
We all have limited resources. Find out how we (the Manhattan College Client Services and Operations group) developed a Student Employee Hierarchy to achieve our goal of a 90% student-run service desk. This goal could not have been achieved without development, training, and an awesome ITSM tool. We will take you through all aspects of this journey.

Outcomes: Learn how to develop a training plan * Learn how to develop an accountability plan * Learn how to develop a development plan

Presenters

  • Rich Musal

    Director of Client Services & Operations, ITS, Manhattan College

  • Greg Quaglieni

    IT Support Specialist II of Operations, Manhattan College

Resources & Downloads

  • Our Journey to a 90 StudentRun Service Desk Slides

    3 MB, pptx - Updated on 1/22/2024

  • Our Journey to a 90 StudentRun Service Desk Performance Policies Agreement

    603 KB, pdf - Updated on 1/22/2024