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avatar for Michelle Woods

Michelle Woods

Elon University
Manager of the Technology Service Desk
Elon, NC
Hello Everyone!
I'm the Manager of the Technology Service Desk. We currently staff three full time Service Desk Analysts along with 25 to 30 student staff members.
The Analysts are technology generalists that serve as the first line of contact for almost all technology needs. This unit answers nearly 30,000 support requests per year and resolves most of those requests without escalation to other units.
We are currently looking for ways to enhance our Service Desk Student Staff Training program. How do you properly train the new student staff to ensure that they are prepared to provide excellent support to all users. What are the challenges? What has worked well for your team? I would love to hear your success stories.
Service Management:
We are currently using Cherwell as our ticketing tool. We transitioned from FootPrints to Cherwell in August 2016. It's worked out great. If you would like to hear about that transition, I would love to speak with you about that as well.
Call Management:
We are also planning to implement a call management tool this summer. I personally have never used a call management tool but, I'm very excited that we are headed in that direction.
This is my first time attending the STC conference. I'm very excited and can't wait to meet you all.