Return to: U of M Home
Help desk in its original form was established to help users resolve problems--to fix what was wrong. To react. Today's tech-savvy customers want more--not just problem-solving, but also education and collaboration.
The changing face and role of the information technology help desk mandates a dynamic and, as some might say, radical approach in the role of today's help desk. Computer and technology help desks in all fields of business and industry--not just in higher education--are recognizing the need for and the value of collaboration with their customers to get the job done. The reality is that help desks now have to be proactive instead of reactive in their approach to customer engagement.
Our help staff supports nearly 50 common good products and services, and the list continues to grow as new applications are introduced. They field an average of approximately 10,000 calls and 700 e-mail inquiries per month, not including Saturdays and Sundays. Add to that the increasing need to support mobile and wireless devices, cross training and continued education, support will become more collaborative and customer controlled than ever.
As a result, we will be continually strategically planning how to refine our help services. See the following for more information:
