Internal and external communication and collaboration: building a strong help desk environment

Most college and university Help Desks serve as the central hub for technological support and receiving and distributing information. In a world of information overload, relationship building and effective communication are often placed on the back burner. Too many times it is assumed that effective communication and collaborative efforts are for people with a surplus of time. Actually, developing partnerships and building a strong Help Desk team adds value and saves time.Developing formal methods for "knowing your Information Technology (IT) neighbors" creates a win-win situation for everyone involved. As colleges and universities incorporate computer initiatives for the faculty, staff and students, the need for effective and cost efficient technological support becomes increasingly vital to the efficiency of the institution's Information Technology departments.Placing your IT Help Desk in the center of the "knowledge exchange" among and between IT support groups and their customers offers numerous advantages. To name a few, collaborative efforts and effective communication: 1. Provides Help Desk staff with information needed to assist customers. 2. Increases the number of First Call Resolutions. 3. Reduces stress levels. 4. Improves the credibility of your IT department. 5. Builds support commitment and buy-in. 6. Identifies the communication and support process upfront. 7. Frees up time for 2nd and 3rd level technical support staff to focus on problem solving, research, planning and testing of new technologies. 8. Provides a consistent voice between the customer and technical support.This paper will discuss techniques used by Virginia Commonwealth University and James Madison University Help Desk staff to establish collaborative interaction and effective communications with other IT support groups and their customers.