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Wayne State University Computing and Information Technology (C&IT) Help Desk implemented a relevant, user-friendly, organized, inclusive, and aesthetically-pleasing centralized resource, the C&IT Help Desk Dashboard to connect our first-tier, student support staff to frequently accessed knowledge. This increased efficiency by decreasing incident… (More)
The "Dashboard" solution is one way to address the need to make the student staff at the C&IT Help Desk self sufficient so that full-time employees are able to concentrate on other mission critical projects. The frequency of questions asked by student technicians when a customer calls is in direct correlation with hold time and interrupts full-time… (More)