Internal and External Communication and Collaboration: Building a Strong Help Desk Environment Vivian Pair, VCU Debby Boyle, JMU

Help Desk Environment  Serve as the central hub for technology support & information  Develop partnerships  Be the center of attention  Become the center of “knowledge exchange”  Develop formalized support processes

Virginia Commonwealth University Technology Services Help Desk An urban university located in Richmond, Virginia A Research Institution known for its liberal arts programs and VCU Medical Center.  Two campuses, two Help Desk locations  Supports 40,000 students, faculty and staff

James Madison University Computing HelpDesk Public university located in the beautiful and historic Shenandoah Valley of Virginia Public university located in the beautiful and historic Shenandoah Valley of Virginia  Supports 18,000 students, faculty, and staff  Receives approximately 34,000 contacts or inquiries a year

Stop Firefighting  Obtain buy-in of decision makers  Collaborate - Gain trust and confidence of peers, customers, and IT Subject Matter Experts (SME)  Envision every conversation as your opportunity to build strong productive working relationships.

BE THE CENTER OF ATTENTION  Build partnerships to increase the strength and efficiency of the organization  Become a proactive, effective Help Desk as the central hub of the organization.  Be the Center of Attention

ADVANTAGES of KNOWLEDGE TRANSFER  Provides Staff with Needed Information  Increases First Call Resolutions  Reduces Stress  Improves Your Credibility

ADVANTAGES of KNOWLEDGE TRANSFER  Builds Support Commitment and Buy-in  Identifies Communication and Support Processes Upfront  Frees Up Technical Support Staff for research, planning, testing & deployment of new technologies  Provides a Consistent Voice

LESSONS LEARNED  Formal methods of collaboration and communication are necessary  Staff & management buy-in is important  Do not be dissuaded  Find an advocate  Demonstrate the benefits  Continue to modify & update The process is never ending, neither are the rewards.