SUCCESSFUL HELP DESK IMPLEMENTATION AND MANAGEMENT

Session Speaker: Stephen Dudley

As the complexity of IT systems grows, so grows the need for support, assistance, and help. Canisius College's help desk, serving students, faculty, and staff, is at the heart of the college's efforts to provide technology assistance in support of teaching, research, administration and institution building. Dudley will discuss the help desk's procedures and the use of its tracking software to discern trends and respond promptly to needs of clients. Numara Softwares Footprints is used as the call tracking and reporting software. The help desk receives over 10,000 phone calls and 800 walk-ins annually, resulting in over 4,300 closed Footprints tickets.

Canisius College is the Jesuit college of Buffalo, New York. Total undergraduate and graduate enrollment is more than 4900 students, and the college employs nearly 500 full-time faculty and staff.