The power of metrics to shape-shift your service desk

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    Open SUNY, a collaboration within the State University of New York (SUNY) that opens the door to world-class online-enabled learning opportunities, currently operates a centralized end-user support service averaging over 30,000 contacts annually for nearly 40 different SUNY colleges to assist their students, faculty, campus staff ,and more with Blackboard Learn and ANGEL inquiries. This session will focus on the tools and data the Service Desk and technology support teams utilize and how this information is used and communicated to various stakeholders to try to operate effectively and efficiently.

     

    Presenters:

         Harry Cargile, Open SUNY Application Services Manager, State University of New York / Open SUNY

         Doug Cohen, Associate Director of Academic Technology Services, State University of New York / Open SUNY

         Justin Kornheisl, LMS Administrator, State University of New York / Open SUNY

         Michael Walker, Open SUNY HelpDesk Manager, State University of New York / Open SUNY