If you build it, they will come: implementing a distributed desktop support program that works

For over 15 years Information Technology Services (ITS) at the University of Colorado at Boulder has provided quality desktop support to its faculty and staff via a dispatched pool of highly talented student employees (known as the Bugbusters). While customer satisfaction was high with this program, we sought to provide dedicated desktop support to each College or School on the Boulder campus, in order to provide support tailored to fit the varying needs of different departments. In the fall of 2000, aligning ourselves with the IT Strategic direction of the campus, we piloted a program providing dedicated desktop support to our largest school in the system, the College of Arts and Sciences.This panel presentation provides an overview of the Distributed Desktop Support Program and discusses the goals, successes, and benefits of a dedicated desktop support model.