Search results for "help-desk"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
3	Alisa Kongthon, Chatchawal Sangkeettrakarn, Sarawoot Kongyoung, Choochart Haruechaiyasak	Implementing an online help desk system based on conversational agent.	MEDES	2009	DBLP DOI BibTeX RDF	help desk system, natural language processing, conversational agent, language understanding
3	Scott Chamberlain	Winning all around, providing a help desk service point at the learning commons.	SIGUCCS	2009	DBLP DOI BibTeX RDF	scheduling, management, help desk, customer service, supervision, budgeting
3	Ryan Christopher Tucker, Nathan Carpenter	Read all about it!: help desk newsletter informs and enlightens organization.	SIGUCCS	2009	DBLP DOI BibTeX RDF	newsletter, communications, statistics, help desk
3	Niki Serakiotou, Aime Diaw, Thomas Bui, Richard Roberts 0002, Carolynne White	From help desk and resnet to "Best Service Center in Town".	SIGUCCS	2008	DBLP DOI BibTeX RDF	residential college support, restechs, service operation, support, help desk, student workers
3	Dave Bradstreet, Mark Chast, Kristi Ziehl	Ursula or ariel?: is your help desk application evil or good in the eyes of your support staff.	SIGUCCS	2007	DBLP DOI BibTeX RDF	RFP, testing, help desk, computer support
3	Geoffrey Sperl	Taming the help desk.	SIGUCCS	2006	DBLP DOI BibTeX RDF	training, management, planning, help desk, leadership, professional development
3	Vivian Pair, Debby Boyle	Internal and external communication and collaboration: building a strong help desk environment.	SIGUCCS	2005	DBLP DOI BibTeX RDF	operational level agreements, collaboration, help desk, partnership
3	Sylvia Maxwell, Regina Davis	From soup to nuts the comprehensive IT help desk.	SIGUCCS	2005	DBLP DOI BibTeX RDF	processes and procedures, collaboration, tools, support, help desk
3	Kristi Evans, W. Teresa Jones	Building an IT help desk: from zero to hero.	SIGUCCS	2005	DBLP DOI BibTeX RDF	management, help desk, student workers
3	Alfred Padeletti, Berthenia Coltrane, Richard Kline	Customer service: help for the help desk.	SIGUCCS	2005	DBLP DOI BibTeX RDF	support, help desk, customer support
3	Kathy Kirchner	Going from 0 to 60 in 20 years: transitioning a help desk into a multi-function support center.	SIGUCCS	2005	DBLP DOI BibTeX RDF	support, help desk, staffing, consolidation
3	Karla Nelson, Tammie Kramolis, Teresa Kramolis	Open your eyes...speak your mind...help desk communicating.	SIGUCCS	2005	DBLP DOI BibTeX RDF	Baylor University, DOWN, frontRange solutions, communication, IT, help desk, content management system, knowledgebase, heat
3	Christine Halverson, Thomas Erickson, Mark S. Ackerman	Behind the help desk: evolution of a knowledge management system in a large organization.	CSCW	2004	DBLP DOI BibTeX RDF	ethnography, help desk, distributed cognition, design approaches, frequently asked questions
3	Regina Davis, Sylvia Maxwell	The comprehensive IT help desk: a single point-of-contact for the university community.	SIGUCCS	2004	DBLP DOI BibTeX RDF	processes and procedures, collaboration, tools, support, help desk
3	Rachel Daigle	Student workers: the heart of the help desk.	SIGUCCS	2003	DBLP DOI BibTeX RDF	help desk, customer support, student workers
3	Lea H. Snyder	Expanding help desk services: the benefits of student S.O.S.	SIGUCCS	2003	DBLP DOI BibTeX RDF	on-site assistance, performance, measurement, management, accountability, help desk, customer service, student staff, student consultants
3	John Gormly	Rapid help desk revitalization.	SIGUCCS	2003	DBLP DOI BibTeX RDF	professional staff, systems, help desk, students
3	Dianne Brotherson	Has your help desk graduated yet?	SIGUCCS	2002	DBLP DOI BibTeX RDF	centralized software distribution, remote control software, help desk
3	Richard Kirchmeyer	The consolidated help desk.	SIGUCCS	2002	DBLP DOI BibTeX RDF	support, help desk, customer service
3	Debbie Mojta	Building a community of practice at the help desk.	SIGUCCS	2002	DBLP DOI BibTeX RDF	learning, training, management, help desk, student staff
3	Alison Cruess	Transforming a help desk from average to excellent.	SIGUCCS	2002	DBLP DOI BibTeX RDF	centralized and decentralized support, staff training, service, help desk, change management, user support, limited resources
3	Sue R. Bauer, Cindy Grether	A model of successful collaboration and integration of help desk/computer training services and resources.	SIGUCCS	2002	DBLP DOI BibTeX RDF	employee orientation, employee turnover, resource integration, training, management, technology, help desk, human resources
3	Zoonky Lee, Yongbeom Kim, Sang-Gun Lee	The Influences of Media Choice on Help Desk Performance Perception. (PDF / PS)	HICSS	2001	DBLP DOI BibTeX RDF	media choice, end-user satisfaction, Help desk, media richness theory
3	John V. Roberts	Track-it!: help desk automation.	SIGUCCS	2001	DBLP DOI BibTeX RDF	track-it!, work order, software, automation, help desk, inventory
3	Ethan Benatan, Jerry McGarrity	Developing student help desk consultants: a skill-based modular approach.	SIGUCCS	2001	DBLP DOI BibTeX RDF	employee training, help desk employees, skill building, student employees
3	Akira Takano, Yuko Yurugi, Atsushi Kanaegami	Procedure based help desk system.	IUI	2000	DBLP DOI BibTeX RDF	case based reasoning, help desk, guidance
2	Shereese Thomas	Making help desk training interactive and interesting for student technicians.	SIGUCCS	2009	DBLP DOI BibTeX RDF	calltacker, instructional design, blackboard
2	Cindy Dooling, Shahra Meshkaty	Collaborating outsourcing of the IT help desk.	SIGUCCS	2009	DBLP DOI BibTeX RDF	collaboration, email, outsourcing, portal, students, helpdesk, faculty, employees
2	Nathan Carpenter, Ryan Tucker	You want us to support WHAT?!? negotiation, delivery and cultivation: the gateway to excellent service deployment.	SIGUCCS	2009	DBLP DOI BibTeX RDF	management, applications, project management, services, SLA, help desk, customer service, lifecycle, knowledgebase
2	Karen Sirman	Building an IT community at Louisiana State University: collaboration and partnership strategies.	SIGUCCS	2009	DBLP DOI BibTeX RDF	IT forum, advisory group, department services, distributed it, munch and share, tech talk, tech workshop, technology support professionals, collaboration, communication, portal, help desk, IT professionals, partnerships, outreach, committees, partners
2	Morteza Zahedi, Hamed Rahimov, Forough Soleymani	A Two-Level Automatic Help Desk Based on a New Statistical Approach.	ICIW	2008	DBLP DOI BibTeX RDF	Online Help Desks, Technical Support Group, Web Services, Statistical Approach
2	Christopher H. King	Same campus, different worlds.	SIGUCCS	2008	DBLP DOI BibTeX RDF	reorg, education, help desk, higher education, reorganization, CIO, chief information officer, service desk
2	Rebecca Klein, Matthew Smith	Pursuing the peak of excellence: Wiki as a knowledge base.	SIGUCCS	2008	DBLP DOI BibTeX RDF	collaboration, communication, training, Wiki, knowledge base, information, help desk, technical support
2	Jennifer McIntosh-Elkins, Rebecca Klein	Creating pathways to develop student professionalism: a new direction.	SIGUCCS	2008	DBLP DOI BibTeX RDF	student employment, student training, management, help desk, recruiting, mentoring, coaching, career development
2	Zon-Yin Shae, Dinesh Garg, Rajarshi Bhose, Ritabrata Mukherjee, Sinem Güven	Efficient Internet Chat Services for Help Desk Agents.	IEEE SCC	2007	DBLP DOI BibTeX RDF
2	Kristi Evans, Geoffrey Sperl	The proper care and feeding of your help desk.	SIGUCCS	2007	DBLP DOI BibTeX RDF	appreciation, performance, training, motivation, recognition, change, staffing, turnover, rewards
2	Karen Griffiths, Tammie Kramolis	Twelve steps to recovery: my co-dependent relationship with tivoli.	SIGUCCS	2007	DBLP DOI BibTeX RDF	baylor resnet, bearweb, heat®, software support, tivoli storage manager®, security, ITS, help desk, relationship, data storage, information technology services, data recovery
2	Jace Laakso, Kathy Garramone	Online courseware inspires it student consultants & IT staff.	SIGUCCS	2007	DBLP DOI BibTeX RDF	student technology assistants, training, help desk, student consultants
2	Jayne Lovett	Open source: a practical solution.	SIGUCCS	2007	DBLP DOI BibTeX RDF	open-source help desk software
2	Thanh Tho Quan, Siu Cheung Hui, Alvis Cheuk M. Fong	Automatic fuzzy ontology generation for semantic help-desk support.	IEEE Trans. Industrial Informatics	2006	DBLP DOI BibTeX RDF
2	Ingrid Zukerman, Yuval Marom	A Comparative Study of Information-Gathering Approaches for Answering Help-Desk Email Inquiries.	Australian Conference on Artificial Intelligence	2006	DBLP DOI BibTeX RDF
2	Ingrid Zukerman, Yuval Marom	A corpus-based approach to help-desk response generation.	CIMCA/IAWTIC	2006	DBLP DOI BibTeX RDF
2	Yuval Marom, Ingrid Zukerman	Analysis and Synthesis of Help-Desk Responses.	KES	2005	DBLP DOI BibTeX RDF
2	Kimberly H. Brookes, Susan K. Lees	Oh no!: they want me to support students' computers...?	SIGUCCS	2005	DBLP DOI BibTeX RDF	self-help, help desk, customer service, student support
2	David Davenport	Developing an eLearning support model.	SIGUCCS	2005	DBLP DOI BibTeX RDF	doIT, online learning, support, help desk, eLearning, course, management system
2	Janice G. El-Bayoumi	Leveraging student owned laptops on campus: I can't connect to the network. can you help me?	SIGUCCS	2005	DBLP DOI BibTeX RDF	security, support, help desk, customer service, laptops
2	Claire C. Lassalle, Guy J. Lavergne	Sharing knowledge with peers: return on your investment.	SIGUCCS	2005	DBLP DOI BibTeX RDF	communications, training, management, technology, economics, knowledge, organization, help desk, return on investment, staffing, budget
2	Amy Magno, Thomas Bohlke	From 0 - 60 in 4.2 seconds supporting the RESNET.	SIGUCCS	2005	DBLP DOI BibTeX RDF	cleanAccess, help desk, resNet, VLAN
2	Dave Nevin, Mary A. Brock, Christian J. Sinnett	New customers, new challenges, new structure: realigning support to survive massive growth.	SIGUCCS	2005	DBLP DOI BibTeX RDF	decentralization/centralization, help desk, desktop support
2	Thomas Roth-Berghofer	Learning from HOMER, a Case-Based Help Desk Support System.	LSO	2004	DBLP DOI BibTeX RDF
2	Debbie Mojta	Communities of practice: dare to share the knowledge.	SIGUCCS	2004	DBLP DOI BibTeX RDF	learning, knowledge management, training, management, communities of practice, help desk, organizational learning, student staff
2	John A. Underwood, Deb Hegdahl, Jeff Gimbel	A proper set of tools are needed to corral support.	SIGUCCS	2003	DBLP DOI BibTeX RDF	ACD, Funk Software, North Dakota State University, North Dakota University System, SiteScope, WebEx, automatic call distribution, call management, problem tracking system, remote assistance, communication, training, documentation, proxy, network monitoring, help desk, system monitoring, remedy
2	Kim Washburn, Janice G. El-Bayoumi	UNB's single site service source.	SIGUCCS	2003	DBLP DOI BibTeX RDF	web, service, support, help desk, helpdesk
2	Rachel Niedzwiecki, Macauley Peterson	Help desk support: to be or not to be eligible.	SIGUCCS	2002	DBLP DOI BibTeX RDF	service level agreement, customer service
2	Melanie Knapp, Jens Woch	Towards a Natural Language Driven Automated Help Desk.	CICLing	2002	DBLP DOI BibTeX RDF
2	Quentin Calder	Facing budgetary shortfalls?: ways to keep IT staffing, while saving important monies for critical use.	SIGUCCS	2002	DBLP DOI BibTeX RDF	on-site assistance, training, management, help desk, student staff, student consultants
2	Kathleen Cummings	Reinventing support services: transcending the centralized-decentralized support model debate.	SIGUCCS	2002	DBLP DOI BibTeX RDF	help desk software, support politics, training and documentation, desktop support
2	Teresa Fernandez, Sean Stockburger	Full-time staff boldly go where no part-time student has gone before.	SIGUCCS	2002	DBLP DOI BibTeX RDF	full-time staff, staffing models, help desk, customer service
2	Sean Stockburger, Teresa Fernandez	Virtual onsite support: using internet chat and remote control to improve customer service.	SIGUCCS	2002	DBLP DOI BibTeX RDF	lotus, sametime, technology, support, help desk, remote control
2	Janet Belew	Students helping students in residence: how suite it is...	SIGUCCS	2001	DBLP DOI BibTeX RDF	computing advisors, residential computing, student services, student training, orientation, help desk, customer service, students, student employees, student consultants, ResNet
2	Tony D. Lovgren	Strategies for implementing unmanned labs.	SIGUCCS	2001	DBLP DOI BibTeX RDF	lab consultants, unmanned labs, security, wireless, support, help desk, computer labs, computing labs, labs, kiosks, lab management, lab managers, technical support
2	Jerilyn Prescott, Tom Kilty, Gary Franklin, Andrew Cleary, Tony D. Lovgren, Angie Mai	Evolution of three help desks.	SIGUCCS	2001	DBLP DOI BibTeX RDF	support center, help desk, higher education
2	Marjorie Rowell	Women & technology: how Wellesley College recruits, trains and retains student staff.	SIGUCCS	2001	DBLP DOI BibTeX RDF	training, help desk, recruiting, student employees, females
2	Jen Whiting, Peter Everett	Surviving your success.	SIGUCCS	2001	DBLP DOI BibTeX RDF	help desk managers, tools for success, your worst nightmare, communication
2	Lena Mamykina, Catherine G. Wolf	Evolution of Contact Point: a case study of a help desk and its users.	CSCW	2000	DBLP DOI BibTeX RDF	user-centered design, case study, design process, help desk, user needs
2	Robert Prince, Jianwen Su, Hong Tang, Yonggang Zhao	The design of an interactive online help desk in the Alexandria Digital Library.	WACC	1999	DBLP DOI BibTeX RDF	online help desk, online support, user interface, collaboration, digital library
2	Mehmet H. Göker, Thomas Roth-Berghofer	Development and Utilization of a Case-Based Help-Desk Support System in a Corporate Environment.	ICCBR	1999	DBLP DOI BibTeX RDF
2	Daneen Walko	Implementing a 24-hour Help Desk at the University of Pittsburgh.	SIGUCCS	1999	DBLP DOI BibTeX RDF	24 hour help desk, call center, support services
2	Jerry Martin	Training Help Desk Students: The Never Ending Task.	SIGUCCS	1999	DBLP DOI BibTeX RDF	training, help desk, students
2	Kelly Wainwright, Bret Ingerman	Home Growing Help Desk Software.	SIGUCCS	1999	DBLP DOI BibTeX RDF	help desk, call center, call tracking
2	Mehmet H. Göker, Thomas Roth-Berghofer, Ralph Bergmann, Thomas Pantleon, Ralph Traphöner, Stefan Wess, Wolfgang Wilke	The Development of HOMER: A Case-Based CAD/CAM Help-Desk Support Tool.	EWCBR	1998	DBLP DOI BibTeX RDF
2	Mark Kriegsman, Ralph Barletta	Building a Case-Based Help Desk Application.	IEEE Expert	1993	DBLP DOI BibTeX RDF
1	Nelson Leung	A Re-Distributed Knowledge Management Framework in Help Desk.	Encyclopedia of Knowledge Management	2011	DBLP BibTeX RDF
1	David Thomas Green	SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services.	AMCIS	2011	DBLP BibTeX RDF
1	Suman Yelati, Rajeev Sangal	Novel Approach for Tagging of Discourse Segments in Help-Desk E-Mails.	Web Intelligence/IAT Workshops	2011	DBLP DOI BibTeX RDF
1	Kenneth Janz, Dean Feller	Leveraging both quantitative and qualitative data sources to improve IT help desk support services.	SIGUCCS	2011	DBLP DOI BibTeX RDF
1	Shereese Thomas, Adam Perkins	The cultivation of a help desk dashboard.	SIGUCCS	2011	DBLP DOI BibTeX RDF
1	Yuval Marom, Ingrid Zukerman	An Empirical Study of Corpus-Based Response Automation Methods for an E-mail-Based Help-Desk Domain.	Computational Linguistics	2009	DBLP DOI BibTeX RDF
1	Mary Milliken, Susan O'Donnell, Elizabeth Gorman	How K-Net and Atlantic Canada's First Nation Help Desk are Using Videoconferencing for Community Development.	J. Community Informatics	2009	DBLP BibTeX RDF
1	Maureen A. Novozinsky, Evelyne S. Roach, Leila M. Shahbender	Frontline support at Princeton University: a centralized and decentralized approach.	SIGUCCS	2009	DBLP DOI BibTeX RDF	SCAD/DCS, computing support specialist, computing, help desk, customer support, technical support
1	Sergio Valerio, Jean Pereira, Leonel Morgado, Pedro Mestre, Carlos Serôdio, Fausto de Carvalho	Second Life Information Desk System Using Instant Messaging and Short Messaging Service Technologies.	VS-GAMES	2009	DBLP DOI BibTeX RDF	Information Desk, virtual worlds, SMS, Help Desk, Messaging, Second Life
1	Krist Wongsuphasawat, Pornpat Artornsombudh, Bao Nguyen, Justin McCann	Network stack diagnosis and visualization tool.	CHIMIT	2009	DBLP DOI BibTeX RDF	Visty, network stack visualization
1	Carlton A. Crabtree, Carolyn B. Seaman, Anthony F. Norcio	Exploring language in software process elicitation: A grounded theory approach.	ESEM	2009	DBLP DOI BibTeX RDF
1	Lisa Caughron	Student staff: a village philosophy.	SIGUCCS	2009	DBLP DOI BibTeX RDF	staff management, student development, training, student staff, student workers, student management, staff development
1	Jonathan Dixon, Ryan Christopher Tucker	We use technology, but do we use technology?: using existing technologies to communicate, collaborate, and provide support.	SIGUCCS	2009	DBLP DOI BibTeX RDF	web conferencing, collaboration, communication, support, customer service, chat, twitter, facebook
1	Dave Kell	Student consultant achievement program for training and performance management.	SIGUCCS	2009	DBLP DOI BibTeX RDF	major achievement, master achievement, minor achievement, upgradeable achievement
1	Ryan Thomas Sharpe	Collaboration with IT & cops for emergency communications.	SIGUCCS	2009	DBLP DOI BibTeX RDF	safety, emergency, notifications
1	Dinarle Ortega, Elluz Uzcátegui, María M. Guevara	Enterprise Architecture and Web Services.	ICIW	2009	DBLP DOI BibTeX RDF
1	Christopher L. Carr, Patrick J. Bateman, Saral J. Navlakha	They Call for Help, But Don't Always Listen: The Development of the User-Help Desk Knowledge Application Model.	AMCIS	2008	DBLP BibTeX RDF
1	Christian J. Sinnett, Dave Nevin, Mary A. Brock, Lucas E. Turpin, Tammy Barr	Breaking through the beaver dam: guiding your customers and staff through a major restructure.	SIGUCCS	2008	DBLP DOI BibTeX RDF	decentralization/centralization, help desk, desktop support
1	Andreea Niculescu, George M. White, See Swee Lan, Ratna Utari Waloejo, Yoko Kawaguchi	Impact of English regional accents on user acceptance of voice user interfaces.	NordiCHI	2008	DBLP DOI BibTeX RDF	VUI, design stereotypes, intelligent mobile phone interfaces, regional accents
1	Nathan Carpenter	Homegrown web applications that organize, optimize and energize.	SIGUCCS	2008	DBLP DOI BibTeX RDF	scheduling, applications, portal, supervision, reporting, knowledgebase
1	Jonathan M. Dixon, Ryan Thomas Sharpe	Doing more with mini.	SIGUCCS	2008	DBLP DOI BibTeX RDF	intel mac, parallels, virtualization
1	Joana Trimble Gandara, Michelle Eastland	Collaborate, plan, deploy, and train: office 2007 in the classrooms and labs across campus.	SIGUCCS	2008	DBLP DOI BibTeX RDF	microsoft office 2007, software maintenance, training, computer education, computer training
1	Justin Harbor	The world at your doorstep: cultural lessons from Texas A&M University at Qatar.	SIGUCCS	2008	DBLP DOI BibTeX RDF	verbal skills, communication, culture, diversity, customer service
1	Stacey B. Morales	Do you want to leave a trail or make a path?	SIGUCCS	2008	DBLP DOI BibTeX RDF	management, service, support, customer service, ITIL
1	John V. Roberts	Blazing a trail to find the right button, or, how to use a podium.	SIGUCCS	2008	DBLP DOI BibTeX RDF	electronic classroom, podium, presentation system, standardization, documentation, instructions
1	Mary Ryan, Kristi Evans	It seemed like a good idea at the time: what we have learned from implementing a student employee rewards system.	SIGUCCS	2008	DBLP DOI BibTeX RDF	employee satisfaction, points system, performance, evaluation, motivation, recognition, participation, quality control, rewards
1	Stephen Wassef	Moving mountains in Motown: trailblazing technology at the Wayne State University PC clinic.	SIGUCCS	2008	DBLP DOI BibTeX RDF	Cisco Clean Access Agent, Dynamic Host Configuration Protocol (dhcp), Lightweight Directory Access Protocol (ldap), network authentication
1	Renzo Andrich, Giacomo Liverani, Lucia Pigini	The Risk Factor in the Adaptation of Worksites in ICT-Related Jobs.	ICCHP	2008	DBLP DOI BibTeX RDF	worksite accommodation, ICT-related jobs, risk assessment