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- W2076278139 abstract "A successful help desk is equipped with extensive knowledge of every policy, service, and application maintained by their campus' IT organization. Without this knowledge, they would fail to provide top-notch service. But how much does a typical IT organization know about the help desk that is supporting their services? In the case of the Campus Information Technologies and Educational Services (CITES) Help Desk at the University of Illinois, the answer was unfortunately not much. The staggering quantity of interesting facts, figures, questions, answers, and anecdotes at our fingertips could fill dozens of volumes. So, we decided to record our experiences to paper (or PDF, as the case may be) in the form of a monthly newsletter.The Help Desk distributed the first issue of The Queue in September 2008. Each published issue includes articles that help CITES understand who we are, what we do, and how we do it. Our regular rotation of features includes a monthly report highlighting our statistical breakdown of customer contacts for the month, a conversation with a service manager known as the Service Spotlight, a biography of a Help Desk full-timer, and other timely or interesting pieces about Help Desk happenings.The Queue has improved our transparency and opened more than a few eyes around CITES. Our colleagues' understanding of how we do business is developing, and this is helping us provide even better service to our internal and external customers alike." @default.
- W2076278139 created "2016-06-24" @default.
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- W2076278139 date "2009-10-11" @default.
- W2076278139 modified "2023-09-26" @default.
- W2076278139 title "Read all about it!" @default.
- W2076278139 doi "https://doi.org/10.1145/1629501.1629522" @default.
- W2076278139 hasPublicationYear "2009" @default.
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