ITS Help Desk model featured in national case study
The ITS Help Desk is highlighted in an in-depth case study, "The University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide," published by the EDUCAUSE Center for Applied Research (ECAR). EDUCAUSE is a national group of educational technologists; its ECAR division provides high-quality research and analysis to assist IT leaders in higher education in decision-making. According to the study, close collaboration with the many departmental and college/school technical support desks throughout campus and the use of collaborative tools like Remedy allows the ITS Help Desk to provide a single point of contact for problem resolution and referral, making it easy for customers to quickly find the help they need. The case study was created to complement a core study titled "Service on the Front Line: The IT Help Desk in Higher Education." UNC-Chapel Hill was chosen from more than 1,400 member institutions to represent a successful integration of IT support across a large campus. "The case study highlighted the Help Desk and supporting staff's hard work and dedication to customer service. The staff's commitment to excellence and determination to fully serve each customer has made this program the gold standard for higher education," said Priscilla Alden, assistant vice chancellor for User Support and Engagement. Although the case study is currently password protected, UNC-Chapel Hill faculty, staff and students are authorized to access this publication by creating and using an EDUCAUSE login. The EDUCAUSE Center for Applied Research (ECAR) provides research and analysis to help higher education leaders make informed decisions about information technology. ECAR assembles leading scholars, practitioners, researchers and analysts to focus on issues of critical importance to higher education, many of which carry increasingly complicated and consequential implications.
