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Tech Support that Never Sleeps
Campus Technology: It used to be that university help desks could keep regular 9-to-5 hours. But with the growth of online learning and with more working students logging on for class at night, 24/7 tech support is the new gold standard. Meeting that standard is another question altogether. Few on-campus help desk staffs can shoulder the additional load, yet outsourcing the service poses its own set of challenges. Whatever a school does--and many actually opt for a hybrid approach--the keys to success are remarkably similar: Lay the groundwork, establish service goals, and constantly measure your performance.
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