Team # 506 -- World Campus HelpDesk
University Outreach (Continuing and Distance Education)

March 2002

Objective

With the use of technological innovations the HelpDesk has provided students and faculty the same level of customer service and support that is traditional of a local service desk. Through online colaboration, desktop sharing and online resources, we have provided technical support around the world; independent of geographical location. This use of innovative thinking has been utilized in technical support, faculty training, along with application training for students on a one on one mentoring basis.

Challenge: To improve customer service by decreasing response time through the use of technology.

Methodology: With the use of technological innovations, the World Campus HelpDesk has provided students and faculty the same level of customer service and support that is traditional of a local service desk.

Website: http://tech.worldcampus.psu.edu

Team Membership

  • Stephen Murgaas, Leader
  • Jason Gilham, Member
  • Dave Holsworth, Member
  • Edward Putt, Member
  • Brian Thomas, Member

Results Achieved to Date

  • They can document their results. They can close out 70% of their support calls in less than 15 minutes and their tech support staff have a 90% satisfaction rate. Perhaps, more importantly the CRMS allows them to real time statistics allowing instructors to address problems and redesign courses in real time.
  • Innovation: Through online collaboration, desktop sharing, and online resources, technical support is provided around the world, independent of geographical location. They can close out 70% of their support calls in less than 15 minutes and their tech support staff has a 90% satisfaction rate. Perhaps, more importantly the CRMS allows them to real time statistics allowing instructors to address problems and redesign courses in real time.

    Impact: Their CRM allows them to not only support students independent of geographic location, but in addition, technicians are completely independent of geographic location. The anticipated benefit is that they are not restricted in a local IT market for finding qualified HelpDesk technicians. As they evolve into a 24/7 operation, they see this as a great benefit in assuring the best customer service for our clientele. This creates a scalable HelpDesk that can reduce its overhead of office space and local resources. In addition, provides some fault tolerance in that if one network goes off-line, the HelpDesk is still accessible.

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