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CITES Central Help Desk Wednesday, April 24, 2002 2:55 PM Illini Union - Illini Room 314 Terry Wilson Customer Service at the CITES Central Help Desk Computer Help Desks started 15 or so years ago after the PC brought computing to the desktop. With more people doing business computing, organizations looked for ways to protect their technical staff from inundation with calls for help. Help Desks were a result, but early Help Desks were little more than traffic cops - they answered the simplest questions, but still forwarded most to more seasoned staff. Today's Help Desks have evolved to serve a more important role in computer service provider organizations. Run more like a business with a bottom line, Help Desks follow a set of "Best Practices" that make them more responsive to customers and more valuable to their own department. The CCSO/CITES Help Desk has joined the Evolution, and this presentation discusses some of the changes implemented and planned. These changes include: • Developing SLDs and SOPs • Establishing metrics; using tools to measure performance • Staff training and certification • Client Surveys • Marketing HD services and successes Slide Presentation From Spring 2002 Conference

Last modified Thursday, April 25, 2002 3:12 PM.