Putting Help Where the User Is - A Desktop Computer Support Strategy

As the personal computer becomes a more integral part of the faculty member’s job, the increasing level of day-to-day computer support - often without increases in full-time staff - becomes an important issue. Bloomsburg University’s Center for Academic Computing addressed the challenge of providing quicker and more individualized support for faculty, by utilizing work-study student resources and some shifts in current staff job duties. A new desktop support system was created using teams which included student consultants, staff members and faculty department liaisons. Student consultants were positioned as a first line of support within each faculty office building. These students were given intensive training and placed in their own offices within the supported building area. Each student consultant now reports to a full-time staff member who guides and oversees him or her. The staff member also provides a second level of support for that area. Designated faculty serve as commu...

• Type: Conference
• Year: 2000
• Where: SIGUCCS
• Authors: Cheryl Stahler
• Keywords: Full-time Staff, Information Management, SIGUCCS 2000, Staff Member, Student Consultant