Education Policy, Business and Technology

Inside Arizona State U's All-in-One Help Center

Campus Technology: When an Arizona State University student calls to get help with setting up an e-mail account, he or she can also get the lowdown on financial aid, find out where a particular parking permit can be used and report a water pipe leak in the dorm restroom — all to the same help desk specialist. If the person on the receiving end of the call can't answer a specific question, he or she can dip into a knowledgebase to see if the solution is there or jump on a Slack channel for a quick chat with colleagues.

"We do not want to bounce students all over the organization," said Help Center Director Eric Dover. "We want to try and keep them as much as we can at the tier one level, because if we can resolve their issue here, it really protects the other tiers to be able to focus on their deeper things." The goal: "To become that front door for ASU services."

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