7:30am – 9:00am Registration and Coffee

9:00am – 10:20am Training the Independent Service Desk
Speakers:
Ravi Kotecha, Desktop Systems Specialist, Brandeis University
Anne Livermore, Associate Director for Desktop Computing, Brandeis University

Brandeis’ Technology Help Desk provides tier one support for the entire university, including faculty and staff support. With such high demands on the service desk, how do they ensure that the students are up for the challenge? Brandeis IT employs a variety of strategies to set student workers up for success, including online and live training, teambuilding events, and ongoing oversight and reinforcement. This presentation will cover recruitment and training, metrics and evaluation, and tools for building a strong culture of engagement on the job and responsibility to the Brandeis community.

10:20am - 10:30am Break

10:30am – 11:50am Quinnipiac University: The Training Balancing Act
Speakers:
Bill Murphy, Technology Center Manager, Quinnipiac University
Susan Riello, STAR Program Coordinator, Quinnipiac University

Training is a constant tweaking process and it is a very hard thing to grapple. This talk will focus on 3 aspects of training, give you some take-home examples of activities, and talk about how QU balances Customer Service, Technology, and Team Building

11:50am – 12:50pm Lunch

12:50pm – 1:50pm A Training Menu for a Well Balanced Service Desk
Speakers:
Sharon Griffin Edson, Help Desk Coordinator, Clark University
Ben Gardner, Coordinator of Student Programs (and former Student Help Desk Supervisor), Clark University

Using Clark University’s Help Desk as a model, this session will examine the various components of student staff training and help you develop a menu that works best for you.

1:50pm – 2:00pm Break

2:00pm – 3:00pm Panel Discussion / Q& A

3:00pm End