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Some faculty members seek to push the technology envelope further and faster than Computing Centers can respond to or support. Should we encourage some of our faculty to meet their needs outside of university resources at their own expense? Should we support this move with training, referrals, and backup support when necessary? Should we encourage a faculty… (More)
<B>The Gap:</B> Help Desk customers (faculty, staff, and students) thought Help Desk consultants were incompetent and did not know what was going on when the campus network experienced system outages. Communications between the Help Desk and customers was poor and reactive rather than proactive. These problems led to a poor perception of the entire… (More)