Merging a Classroom Support and ITS Student Help Desk Workforce

At the beginning of 2020, when COVID-19 first hit our home institution, we were faced with the difficult challenges of both continuing to provide Tier 1 support throughout campus, and maintaining a student staff that can handle the work volume. All this while continuing a student department merger of both classroom support and the ITS Student Help Desk. The question we faced was: How do we (as an institution) maintain our level of Tier 1 services while navigating the difficult task of maintaining motivation, support, and completing the merger of a brand new student workforce? We hope to spark a conversation among audience participants about what they encountered and continue to encounter as the challenges and opportunities in the student work force continue in the wake of COVID-19.