SIGUCCS 2016

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.