SIGUCCS 2016 has ended
Adventure awaits November 6-9, 2016 in Denver Colorado at the SIGUCCS Annual Conference!
Back To Schedule
Monday, November 7 • 11:00am - 12:00pm
Adventures in Starting a Service Desk

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

This paper will discuss the journey taken by one small school, Lewis & Clark College, to implement a Service Desk. There are many aspects that go into a Service Desk, or so we learned when we transitioned a year ago from multiple separate service points to a one-stop shopping model of service. This change was part of an overall IT reorganization and had the goal of streamlining the process of receiving technology assistance

Some of the elements that helped this transition be successful include employing the correct staff and retraining existing staff, including student employees, implementing the correct tools (in our case for ticket tracking and equipment checkout) and creating the correct environment.

The other hurdle that we faced was changing the technology support culture on campus. This required much marketing, communication and a Grand Opening event to introduce the entire campus to the change. Were we successful? To some degree yes, and in other areas we are still working or dealing with new challenges.

Session Chair
avatar for Sarah  Curtis

Sarah Curtis

Digital Media and Events Coordinator, Colgate University


Caitlin Power

Lewis & Clark College
Lewis & Clark College
avatar for Kelly Wainwright

Kelly Wainwright

Sr. Director of Client Engagement, Lewis & Clark College
Lewis & Clark College

Monday November 7, 2016 11:00am - 12:00pm MST
Crystal C 1420 Stout Street, Denver, CO 80202