CHECK 2017 has ended
Conference on Higher Education Computing in Kansas

The Conference on Higher Education Computing in Kansas (CHECK) is an annual gathering of information technology professionals in post-secondary institutions in Kansas to present, discuss, and learn about new technologies and current issues in providing IT services to the higher education community. CHECK is sponsored by the Regents Information Technology Council (RITC) and coordinated by the Information Technology and Services Advisory (ITSA) subcommittee. Hosting the event rotates among the member institutions.

Thursday, June 8 • 8:15am - 9:00am
Student Driven Wildcat IT Support Help Desk

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Student Driven Wildcat IT Support Help Desk
Presented by: Waldo Berry and Fred Darkow, Kansas State University

Kansas State University has had several iterations of a campus IT Help Desk.  The current structure is the result of the consolidation of multiple units into a centralized campus support model.  This presentation covers three crucial aspects of building and operating a highly professional student based IT Help Desk.  First, we will discuss how effective student hiring, training, and development creates a strong foundation of Tier 1 support. Second, we will discuss the scope of support at the K-State IT Help Desk as the first point of contact for all IT needs for students, faculty, and staff. Finally, we will discuss our resource utilization, employing various aspects of ServiceNow for reporting and tracking.

avatar for Waldo Berry

Waldo Berry

IT Help Desk and Development Coordinator, Kansas State University, iTAC
IT Help Desk Coordinator and Operations Manager, Kansas State University

Fred Darkow

IT Help Desk Training Coordinator, Kansas State University

Thursday June 8, 2017 8:15am - 9:00am
Ballroom Memorial Union

Attendees (5)