At Bryn Mawr, we've had a number of different titles for our pro staff, including Help Desk Associate (an intern-like position), Help Desk Technician, and Help Desk Coordinator. I like the "Coordinator" title for people who do supervision/light management as well as administrative Help Desk wrangling.
Manager of Public Service Desks
Library & Information Technology Services
Bryn Mawr College
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********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/First of all, I want to thank all who have responded to my request in the past for information and feedback. The information has been very helpful.
I now have another request. This is more for those who manage or have a help desk department. I am looking at the idea of redesigning my staff's job description to give some of them a chance to be prompted to a more supervisory or team role. My current staff are called Help Desk Analysts. I want to create a position that is between that and me as a manager. In a word, I am seeking someone to be my right-hand individual. If you have any good ideas on a title and/or job descriptions that you can share, I would be very grateful if you don't mind sharing.
Let me know if you have any questions or need some clarifications.
All technical support needs for all AU systems from Faculty, Staff and Students need to go through the Tech Support Center.
Going through the TSC for support needs is always the best first path.
Contacting an I.T. staff directly with issues only causes more delays and confusion.
If you require assistance please contact:
Ashland University Tech Support Center- Submit a ticket: https://kbox.it.ashland.edu/
- Phone ext. (on campus): 5405- Phone (off campus): 419-289-5405 or 1.866.434.5222