The Upward Trail: Success Factors in Help Desk Management


Presentation at the Sixth Annual ECAR Symposium, December 5-7, 2007, in Boca Raton, Florida. The 2007 ECAR help desk study, Service on the Front Line: The IT Help Desk in Higher Education, identified a number of practices as being associated with help desk success, viewed in terms of overall service quality, positive impacts on various service areas, and reliable meeting of help desk goals. This presentation explores those associations in search of landmarks the help desk can use in navigating toward excellence.

How to Cite This Work: Sheehan, Mark C. "The Upward Trail: Success Factors in Help Desk Management." Presentation at the ECAR Symposium, Boca Raton, FL, December 5-7, 2007, available from

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