R. Kevin Chapman
ABSTRACT
In the fall of 2013, following a change in management and departmental structure, the Carleton College's ITS Helpdesk was identified as "a problem." A triumvirate of previously disparate ITS staff were thrust together and tasked with putting it back on the right track, improving its reputation, streamlining processes, decreasing ticket turnaround time, and generally lifting spirits. With only a month before the start of the academic year, could they do it?
Index Terms
- Re-Inventing the Helpdesk. Again. In Five Weeks or Less
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