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Creating a combined library and IT service desk for an academic health sciences campus

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Please use this identifier to cite or link to this item: http://hdl.handle.net/1928/20939

Creating a combined library and IT service desk for an academic health sciences campus

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dc.contributor.author Carr, Richard
dc.date.accessioned 2012-08-20T18:00:33Z
dc.date.available 2012-08-20T18:00:33Z
dc.date.issued 2012-08-20
dc.identifier.uri http://hdl.handle.net/1928/20939
dc.description.abstract QUESTION: How does a campus library and IT organization create a single service desk to provide all library and IT public service? BACKGROUND: At present, two service desks separately provide the UNM Health Sciences Center with 1) all library public service and 2) IT user support (account management, telephone help line, PC & mobile reimaging and repair). Library administration decided to combine those service desks at a single location and create a new unit to provide “tier one” services, effective July 1, 2011. METHODS: Managers and staffs of both desks listed all services provided and sorted out tier one services (provided on the spot by the person on duty) from tier two and above (referrals). Library administration moved seven staff into the new unit and appointed a manager (the author). Staff of the new unit collaborated on designing the work area and developing and providing cross-training. RESULTS: As of the writing of this abstract (June 2011), planning and training is well underway. CONCLUSIONS: At the time of the October 2011 SCC Annual Meeting this poster session will report the status of the new team and desk, illustrate service levels, and describe our success (and bumpy spots) in creating a truly blended library/IT unit. en_US
dc.language.iso en_US en_US
dc.subject service desk en_US
dc.subject library service en_US
dc.subject information technology en_US
dc.subject organizational change en_US
dc.title Creating a combined library and IT service desk for an academic health sciences campus en_US
dc.type Presentation en_US


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