We used to use Presidium and about 18 months ago switched to Perceptis.
There wasn't anything wrong with Presidium but they didn't win the RFP
that was published at that time. Both companies did a good job of
supporting our after hours helpdesk support. Be sure to clearly define
and document what you want them to do. As long as your docs are good
I'm sure things will be fine.
I have not regretted going this route. Keep in mind they'll have issues
just like a new employee would. For the first couple of months we had
weekly updates with our rep and we gave them access to a portal site
where we posted issues and updated of things happening at the college.
This kept them updated as quickly as the full time support team...
Dean of Information Services
Rio Salado College
480-517-8630 - Office
480-517-8999 - Cell
From: John Davis [mailto:[log in to unmask]]
Sent: Friday, August 31, 2007 12:36 PM
To: [log in to unmask]
Subject: [CIO] Outsourcing of Help Desk
In the past we have had one full-time employee as our Help Desk
Supervisor. We would also have 1-2 students working on the Help Desk
to answer the phone and try to give assistance or enter the call as a
ticket for a full-time employee to work on. As time went by we have
been having more and more trouble staffing the Help Desk with students
who can ask the appropriate questions much less offer assistance over
So, I am starting to look at look for a company to outsource the Help
Desk services. The questions are:
Have any of you contracted with a company to offer Help Desk support?
If so, can you provide some insight to the process you used to select
Do any of you have an RFP/RFQ to select such a company?
Anyone gone this route and regretted do so?
Anyone gone this route and happy your did so?
John R. Davis, CIO E-mail: [log in to unmask]
Information Technology http://www.marietta.edu/~davisj
215 5th St Voice: (740) 376-4390
Marietta, OH 45750 Fax: (740) 376-4812
This message was sent using Marietta College WebMail.
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