Internal and External Internal and External Communication and Communication and

Collaboration:Collaboration:Building a Strong Help Building a Strong Help

Desk Environment Desk Environment

Vivian Pair, VCUVivian Pair, VCUDebby Boyle, JMUDebby Boyle, JMU

Help Desk EnvironmentHelp Desk Environment Serve as the central hub for Serve as the central hub for

technology support & technology support & informationinformation

Develop partnerships Develop partnerships Be the center of attentionBe the center of attention Become the center of Become the center of

“knowledge exchange”“knowledge exchange” Develop formalized support Develop formalized support

processesprocesses

Virginia Commonwealth Virginia Commonwealth University Technology Services University Technology Services

Help DeskHelp DeskAn urban university An urban university located in Richmond, located in Richmond, VirginiaVirginia

A Research Institution A Research Institution known for its liberal known for its liberal arts programs and arts programs and VCU Medical Center.VCU Medical Center.

Two campuses, two Help Desk locations Two campuses, two Help Desk locations Supports 40,000 students, faculty and staffSupports 40,000 students, faculty and staff

James Madison University James Madison University Computing HelpDeskComputing HelpDesk

Public university Public university located in the beautiful located in the beautiful and historic and historic Shenandoah Valley of Shenandoah Valley of VirginiaVirginia

Supports 18,000 Supports 18,000 students, faculty, and students, faculty, and staffstaff

Receives approximately 34,000 contacts Receives approximately 34,000 contacts or inquiries a yearor inquiries a year

Stop FirefightingStop Firefighting

Obtain buy-in of decision makers Obtain buy-in of decision makers

Collaborate - Gain trust and Collaborate - Gain trust and confidence of peers, customers, and confidence of peers, customers, and IT Subject Matter Experts (SME) IT Subject Matter Experts (SME)

Envision every conversation as your Envision every conversation as your opportunity to build strong productive opportunity to build strong productive working relationships. working relationships.

BE THE CENTER BE THE CENTER OF ATTENTIONOF ATTENTION

Build partnerships to increase the Build partnerships to increase the strength and efficiency of the strength and efficiency of the organizationorganization

Become a proactive, effective Help Become a proactive, effective Help Desk as the central hub of the Desk as the central hub of the organization. organization.

Be the Center of Attention Be the Center of Attention

ADVANTAGES of ADVANTAGES of KNOWLEDGE TRANSFERKNOWLEDGE TRANSFER

Provides Staff with Needed Provides Staff with Needed InformationInformation

Increases First Call Resolutions Increases First Call Resolutions

Reduces StressReduces Stress

Improves Your CredibilityImproves Your Credibility

ADVANTAGES of ADVANTAGES of KNOWLEDGE TRANSFERKNOWLEDGE TRANSFER

Builds Support Commitment and Buy-inBuilds Support Commitment and Buy-in

Identifies Communication and Support Identifies Communication and Support Processes Upfront Processes Upfront

Frees Up Technical Support Staff for Frees Up Technical Support Staff for research, planning, testing & research, planning, testing & deployment of new technologiesdeployment of new technologies

Provides a Consistent VoiceProvides a Consistent Voice

LESSONS LEARNEDLESSONS LEARNED Formal methods of collaboration Formal methods of collaboration

and communication are and communication are necessary necessary

Staff & management buy-in is Staff & management buy-in is importantimportant

Do not be dissuaded Do not be dissuaded Find an advocateFind an advocate Demonstrate the benefitsDemonstrate the benefits Continue to modify & updateContinue to modify & update

The process is never ending, neither are the rewards.The process is never ending, neither are the rewards.