Knowledgebase Integration with a 24-hour Help Desk

The University of Pittsburgh's Computing Services and Systems Development organization is focused on the needs of the faculty and student population, totaling nearly 40,000 users. Computing Services and Systems Development has operated the Help Desk call center 24 hours per day, 7 days per week for nearly two years. Concurrent with the establishment of the 24 hour Help Desk was an effort to create an online information resource that would serve as a repository of institutional-specific knowledge. During the past two years, IT resources have been centralized and expanded to provide customers with a single Web site from which they will obtain all IT information and software support tools. These include an enhanced version of the knowledge base currently offered to the University community, integrated Help Desk support tools allowing customers to create and view the status of support requests, and the provision of automated system tools. Knowledge base support resources are regularl...

• Type: Conference
• Year: 2000
• Where: SIGUCCS
• Authors: Jay Graham, Brian K. Hart
• Keywords: Computing Services, Help Desk, Information Management, Knowledge Base, SIGUCCS 2000