INFORMATION CENTER FUNCTION: CREATING A HELP DESK In today’s world of technology computers have become part of everyday life. In the business environment computer systems has to be in place for the business to even think of competing in the world marketplace. With this in mind colleges and universities have to prepare their students for the dynamic technology that lies ahead of them. There are so many administrators, facility, and students using computers on university campuses today, where can they reach for help if there are technical problems? The manufacturers, and wait several days for a response? They’re fellow classmates that maybe are having the same problems? In this fast paced environment there is a better solution, On campus help desk support. This paper will trace the project plan, staffing, equipment requirements, and estimated cost to establish a workable help desk support environment for Lincoln University.PROJECT PLAN The Lincoln University Help Desk will support, Administrative staff, Facility, University resident and commuter students. The population of Lincoln University that will be served are Faculty & Staff (420), Students (3000). The Help Desk will be staffed by: (1) Help Desk Administrator (Head of CIS Program, (2) Resident Technician (paid full-time employee), and will hire 15 students to assist with the daily operations of the Help Desk. NOTE: The majority of the Help Desk Staff will be Lincoln University students in the process of achieving their degrees in computer science. The Help Desk will ensure that their academic endeavors have precedence over and roles or responsibilities that they may have in association with the Help Desk. Therefore, the Student Support Staff scheduling, and the resultant response of the Help Desk may or may not be adversely affected by the Student Support Staff’s course and/or study schedules. (The possibility of College...
