A Help Desk In Transition

Abstract

Prior to November 2009, the Learning Commons Technical Support desk was located on the main floor of the Killam Library, and provided application support for the Learning Commons. The main Help Desk on campus was located in the basement and provided IT infrastructure support with some application support. Students in the Learning Commons would often find themselves journeying between the two locations to resolve their issues. Attendees at this session will hear how Dalhousie combined the two disparate support functions at one site, and the benefits, both expected and unexpected, that resulted.