The help desk is a wonderful tool for any technology-driven institution (and what institution isn’t technology driven in the digital age?). This easy-to-reach customer service center serves as a primary contact with your user base, your first line of defense for end-user issues, and (often) the first indication of systemic issues within your network. But implementing a help desk in a Higher Ed environment can have many unexpected complications. Here are a set of best practices to keep in mind when creating (or bolstering) a help desk in a Higher Ed institution.
Know your User
It’s no secret that many help desk level issues stem from the user sitting at the machine rather than from the machine itself. This can be a complicated river to navigate, especially if the user is already irritated when they call the help desk. While a help desk technician might be exceedingly good at soothing the user enough to get a full understanding of the problem, this particular phenomenon becomes doubly complicated in an environment where most users have advanced degrees, are used to being experts, and are generally regarded as extremely knowledgeable.
Take the time to get to know who your end users are so that you can better understand how they see the world.
The average user in Higher Ed is highly educated and extremely intelligent; which makes dealing with computer troubles that much more frustrating. They can teach astrophysics and explain the secrets of the universe; why can’t they log on to a web page? These users often require extra careful handling from an understanding technician who will not engage in a battle of egos. Take the time to get to know who your end users are so that you can better understand how they see the world; this will help to train your help desk technicians and solve problems faster.
Know your Systems
Higher Ed institutions often have a series of specialized systems and/or software that require training to know, use, and understand. Because of the cost affiliated with updating these systems, they can frequently be antiquated and out of date. The average user may never have to operate a microfiche machine, but you can bet that your technicians will get the call to come fix one.
You never know when an emergency situation will arise and require fast and effective help desk intervention.
Understanding the scope of your institution’s equipment and software is just the beginning; in order to effectively support it, you might have to do some deep digging. Research the technology now while it is functional. Do not make the mistake of ignoring these old systems simply because they are difficult to support; you never know when an emergency situation will arise and require fast and effective help desk intervention. Create a knowledge base about these systems that will be available to all of your technicians. If possible, use a wiki so that knowledge can be added as your support team experiences different bumps in the road. Don’t let your help desk be baffled by obscure technology; plan ahead.
Know your Techs
A Higher Ed help desk is a great place to offer students employment opportunities. However, working with students can be a huge adjustment; it means you will have to be flexible with their hours, it means you will need more technicians than a fully-staffed full-time post might, it means you’ll have a fairly high turnover rate, and it means you will have to put no small effort into their training. Students can bring incredible energy and creativity to their work and are often eager to make good impressions. Allow these students the opportunity to impress you, and be certain to offer them the support they need to effectively do their jobs. They will not disappoint if given the chance to shine.
Creating a successful Higher Ed help desk can seem like a daunting task; but it is an entirely feasible prospect with a little patience, diligence, and research.
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