Help Desk Workshop Topic Outline

Management

• Measurement and benchmarks: measuring productivity and customer satisfaction; comparing to benchmarks; how to make the right measurements, and what to do with the results.
• Knowledge management: How much we could do if x.edu knew what x.edu knows...
• Training: how to keep current in a fast-changing world
• Outsourcing: when might it be the right thing to do?

Service

• Customer expectations: setting them and meeting them; SLAs etc
• Availability: hours; wait/return times; challenges of extended hours
• Support limits: triage, when (and how) to say no.

Staffing

• Recruitment: what makes a good candidate?
• Retention, motivation, and burnout
• Student staff: pros, cons, and how to manage student workers at the Help Desk

Technology

• Operational support: tracking tools and knowledge bases, survey tools
• Client management: remote control tools, gateways and scanners, etc

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