Déjà Vu All Over Again: Bringing Students Back Into the Help Desk

Christopher King, Franklin Finch

In the early days of the NC State Help Desk, back when it was primarily for academic support, we were heavily staffed with student workers. With reorgs and security changes, necessity led us to hire more full-time employees, and eventually the students were phased out. Nowadays, a combination of budget cuts and better tools have opened the door for the return of student workers.

This presentation will focus on the historical reasons for having student workers, the rise of solely full-time Tier 1 support, and how recent developments have led us to a hybrid of both. This presentation will interest service desk managers, call center supervisors, and others interested in the HR, security, customer service, and overall impact ramifications of this model.


Experience level: 
Leadership and Management

Schedule info

Time slot: 
1 November 16:45 - 17:30
Breakout Room - D