Rachael Cottam
ABSTRACT
Academic Affairs Technology (AATECH) provides support for 500+ computers on the University of Memphis (UofM) campus and remote sites. As part of our ongoing commitment to provide excellent customer service, we utilize the centralized helpdesk system. However, we have created additional tools to extend the functionality of that system. These tools allow technical professionals to monitor open helpdesk tickets for critical issues that arise throughout the day. We plan to demonstrate how we use the existing infrastructure and newly created tools throughout our support footprint in a helpdesk ticket's lifecycle. Topics to be covered include the helpdesk ticket lifecycle at our university, the centralized helpdesk system, and the newly created tools. Through this poster session we hope to encourage an exchange of information that will benefit us and others who are seeking innovative approaches to monitoring and improving customer service.
Index Terms
- Extending the centralized helpdesk functionality to improve decentralized support
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