{"title":"重新发明帮助台。再一次。在五周或更短的时间内","authors":"R. Chapman","doi":"10.1145/2815546.2815571","DOIUrl":null,"url":null,"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?","PeriodicalId":226824,"journal":{"name":"Proceedings of the 2015 ACM SIGUCCS Annual Conference","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2015-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Re-Inventing the Helpdesk. Again. In Five Weeks or Less\",\"authors\":\"R. Chapman\",\"doi\":\"10.1145/2815546.2815571\",\"DOIUrl\":null,\"url\":null,\"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?\",\"PeriodicalId\":226824,\"journal\":{\"name\":\"Proceedings of the 2015 ACM SIGUCCS Annual Conference\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2015-11-09\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Proceedings of the 2015 ACM SIGUCCS Annual Conference\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1145/2815546.2815571\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Proceedings of the 2015 ACM SIGUCCS Annual Conference","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1145/2815546.2815571","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Re-Inventing the Helpdesk. Again. In Five Weeks or Less
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?
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