From soup to nuts the comprehensive IT help desk

Over the years, the IT Help Desk at the University of West Florida has evolved from a small student only operation to a robust 24/7 support center manned by certified help desk analysts. The current configuration of the help desk is the result of multiple transformations made to ensure our survival and to capitalize on strategic opportunities. Daily briefings combined with lead analysts in a highly team-oriented environment, allow help desk staff and student employees to move customer issues through a distributed support matrix. This matrix encompasses IT resources within the central IT department and resources outside the department in the form of "local support providers". It also includes offices and support providers that are not technical in nature. Customer surveys provide feedback and suggestions for continuous improvement. Constant review of well defined processes allows the Help Desk to deliver services on a scope of soup to nuts.