Help Desk

Tuesday, October 19th
9:30am to 3:30pm
Reed College, Portland, Oregon

Moderator
Ethan Benatan
Director of Computer User Services, Reed College
Facilitator
Hana Levay, NWACC Secretary

Description
This peer workshop will enable participants to discuss key issues of Help Desk operation in a campus environment, including management, staffing, technology, and service. The workshop is aimed at Help Desk technical staff and managers responsible for Help Desk operations. Come prepared to share your successes and challenges in open, collaborative discourse! Examples of topics that we may explore include: setting and managing customer expectations; staff training; growing support demands and strategies to address them; technologies that support Help Desk operations such as knowledge bases, tracking systems, remote support tools, and more.

Workshop Schedule

Workshop Size: Up to two staff members per NWACC institution may register, on a first come, first served basis.

Registration: Registration for this event has closed.

Food service: Continental breakfast, snacks, and lunch will be provided. Dietary preferences may be requested on the web registration form.

Location, Parking, and Directions: The workshop will be held at Reed College in the Gray College Center rooms C and D. A campus map is available at:http://web.reed.edu/facilities_and_grounds/reedcampusmap.html.

There is free parking at the facility. Directions to the campus and parking locations are available at: http://web.reed.edu/apply/gettingtoreed.html.

Travel Reimbursements: Workshop attendees are responsible for their own travel and lodging costs. NWACC attendees traveling to workshops from 75 to 200 miles away are eligible for a travel reimbursement of up to $100 and those traveling from more than 200 miles away are eligible for reimbursement of up to 50% of travel costs, to a maximum of $500. Reimbursements require submission of original receipts.

Lodging: Many Portland hotels and motels are located within 15-30 minutes of the Reed campus by car or public transportation. There are no lodgings within easy walking distance.

Marriott Hotel - Downtown
503-226-7600, 800-228-9290
1401 SW Naito Parkway,Portland, Oregon 97201
$99–159/night plus 12.5% tax

Days Inn City Center - Downtown
1414 SW Sixth Avenue, Portland, Oregon 97201
503-221-1611, 800-899-0248
$69 - $89/night plus 12.5% tax, $8/night on-site parking

Much more information on hotels and motels can be found at: http://web.reed.edu/apply/accommodations.html

Questions:
Please contact NWACC at nwacc@reed.edu

Schedule:

8:30 - 9:30 am	Continental breakfast available
9:30 am	Workshop begins
10:45 - 11:00 am	Break
11:00 am	Workshop resumes
12:00 pm - 1:00 pm	Lunch Buffet
1:00 pm	Workshop resumes
2:15 - 2:30 pm	Break
2:30 pm	Workshop resumes
3:30 pm	Workshop concludes

 

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