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Mark the date to join us in St. Petersburg for SIGUCCS 2015. We hope to inspire you to learn, do your best, grow and shine for your institution. The conference will offer engaging plenary speakers, technical as well as personal growth presentations by professionals from across the country, a poster session where you can share your successes and lessons, opportunities to interact with vendors to learn more about their products, as well as plenty of time to talk with colleagues about issues of the day and challenges of the future.

Hope to see you in sunny St. Pete where you and the sun shine!

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Tuesday, November 10 • 1:15pm - 2:15pm
Using FAQs to Help Users Help Themselves

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Four years ago, UMBC’s “tier 1” Technology Support Center (formerly Help Desk) moved from the obscure basement of our main Division of Information Technology (DoIT) building to the bright, open first floor of our new Information Commons in the Library. Since then, the TSC has virtually reinvented itself by also focusing on helping users help themselves. We completely revamped our campus knowledgebase that has grown from 3k annual page views to more than 400k. As a result, support phone calls have been reduced 30% and ticket volume has decreased 3% (since FY10) or remained flat while all other campus support requests have skyrocketed through widespread adoption of our RT (Request Tracker) ticketing system.

Link to presentation - http://tinyurl.com/umbcsiguccs15

Screencast of the session (let it load/cache for a bit) - https://umbc.app.box.com/jfamsiguccs2015   

Session Chair
avatar for Chester Andrews

Chester Andrews

Director of Client Services, Oberlin College

Speakers
avatar for John Fritz

John Fritz

Asst. VP, Instructional Technology, UMBC
avatar for Andrea Mocko

Andrea Mocko

Coordinator, Technology Support Center, UMBC



Tuesday November 10, 2015 1:15pm - 2:15pm
St. Pete's 2

Attendees (45)