Edinboro University Technology Help Center Case Study

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Background The Edinboro University Technology Help Center is an office on campus that helps students, faculty and staff with their technology needs. The demand for technology assistance has sky rocketed given that technology is so interwoven with today’s education. Universities, Edinboro included, are creating entire classes and programs that are held partially or even completely online. With this comes some issues that might require assistance and this is where the Technology Help Center comes into play. The Technology Help Center used to consist of two parts, the Technology Help Desk and StudentNet. The help desk is a place where students can go to get any help they might need with the universities online campus, student email, or any …show more content…
First, in Ross Hall before its current renovations the building didn’t have a very friendly vibe. The student workers were hidden in back in cubicles while the techs of student net were up front. For those who are not aware, it is the student workers who are what would be considered the “face” of the help center. They are the ones who answers the phones and the first people one speaks to when facing a technological issue. Having them hidden was an issue, which was partly fixed when the Technology Help Center relocated to its next location, Centennial …show more content…
These include, face-to-face communication, phone services, web chat, web pages, social media, and their newest addition the ITS Guide.
Face-to-face
This form of communication is probably the most practical. With the central location and high traffic though Ross Hall, students can walk up and ask for help from the student workers who are trained in troubleshooting a majority of issues that students come by. This is especially helpful because the help desk has duel screen technology with a second keyboard and mouse facing the side that students can walk up. The student workers can instruct the students with ease on how to fix the problem without having to fumble around with keyboards and moving the screen around.
Telephone
The telephone is one of the most used means of communication to the Technology Help Desk. Students can easily call in and ask for help. The student workers are trained to walk the students threw situations while over the phone. Though this might come off as a little more difficult because the student worker is not able to see the students screen, it is still effective in solving the issues at

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