Training… a key to better help desk

Anna Maria Perez, Andrea J. Moore
2000 Proceedings of the 28th annual ACM SIGUCCS conference on User services Building the future - SIGUCCS '00  
The quality of student consultants and their development through training and education are major factors in determining long-term effectiveness of university Help Desk. To hire and retain good student consultants, it is good policy to invest in the development of their skills, so they can increase their productivity and obtain real-world work experience as IT Professionals. We would like to share with our colleagues the evolution of our consultant training procedures, from "train yourselves"
more » ... train yourselves" to a formal, systematic training program:
doi:10.1145/354908.354961 dblp:conf/siguccs/PerezM00 fatcat:yqhyelrgmjecnaa5xsnbx6pk7u