Search results for "help-desk"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
205	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
159	Rachel Daigle	Student workers: the heart of the help desk.	SIGUCCS	2003	DBLP DOI BibTeX RDF	help desk, customer support, student workers
132	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
132	John Gormly	Rapid help desk revitalization.	SIGUCCS	2003	DBLP DOI BibTeX RDF	professional staff, systems, help desk, students
131	Jen Whiting, Peter Everett	Surviving your success.	SIGUCCS	2001	DBLP DOI BibTeX RDF	help desk managers, tools for success, your worst nightmare, communication
129	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
129	Akira Takano, Yuko Yurugi, Atsushi Kanaegami	Procedure based help desk system.	IUI	2000	DBLP DOI BibTeX RDF	case based reasoning, help desk, guidance
127	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
117	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
115	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
112	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
112	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
107	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
104	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
104	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
97	Zoonky Lee, Yongbeom Kim, Sang-Gun Lee	The Influences of Media Choice on Help Desk Performance Perception.	HICSS	2001	DBLP DOI BibTeX RDF	media choice, end-user satisfaction, Help desk, media richness theory
94	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
94	Kim Washburn, Janice G. El-Bayoumi	UNB's single site service source.	SIGUCCS	2003	DBLP DOI BibTeX RDF	web, service, support, help desk, helpdesk
92	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
92	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
91	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
89	Alfred Padeletti, Berthenia Coltrane, Richard Kline	Customer service: help for the help desk.	SIGUCCS	2005	DBLP DOI BibTeX RDF	support, help desk, customer support
88	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
84	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
82	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
80	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
79	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
79	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
79	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
72	Dianne Brotherson	Has your help desk graduated yet?	SIGUCCS	2002	DBLP DOI BibTeX RDF	centralized software distribution, remote control software, help desk
70	Richard Kirchmeyer	The consolidated help desk.	SIGUCCS	2002	DBLP DOI BibTeX RDF	support, help desk, customer service
69	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
67	Mary C. Twitchell	Moving from helpless desk to help desk: practical strategies for improving customer service in a multi-function university help desk.	SIGUCCS	1997	DBLP DOI BibTeX RDF
67	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
67	Geoffrey Sperl	Taming the help desk.	SIGUCCS	2006	DBLP DOI BibTeX RDF	training, management, planning, help desk, leadership, professional development
67	Debbie Mojta	Building a community of practice at the help desk.	SIGUCCS	2002	DBLP DOI BibTeX RDF	learning, training, management, help desk, student staff
67	John V. Roberts	Track-it!: help desk automation.	SIGUCCS	2001	DBLP DOI BibTeX RDF	track-it!, work order, software, automation, help desk, inventory
67	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
65	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
63	Shereese Thomas	Making help desk training interactive and interesting for student technicians.	SIGUCCS	2009	DBLP DOI BibTeX RDF	calltacker, instructional design, blackboard
63	Thomas Roth-Berghofer	Learning from HOMER, a Case-Based Help Desk Support System.	LSO	2004	DBLP DOI BibTeX RDF
56	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
56	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
56	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
56	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
55	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
55	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
55	Jerry Martin	Training Help Desk Students: The Never Ending Task.	SIGUCCS	1999	DBLP DOI BibTeX RDF	training, help desk, students
55	Kelly Wainwright, Bret Ingerman	Home Growing Help Desk Software.	SIGUCCS	1999	DBLP DOI BibTeX RDF	help desk, call center, call tracking
55	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
54	Rebecca Klein, Matthew Smith 0004	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
54	David Davenport	Developing an eLearning support model.	SIGUCCS	2005	DBLP DOI BibTeX RDF	doIT, online learning, support, help desk, eLearning, course, management system
54	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
52	Annie Saunders	Online solutions: looking to the future of knowledgeBase management.	SIGUCCS	2004	DBLP DOI BibTeX RDF	retrieval, information, knowledgebase, on-line documentation
51	Cynthia A. Burdick	Teaching Our Customers to Help Themselves: The Resource Desk as the Next Step in the Evolution of the Help Desk Environment.	SIGUCCS	2000	DBLP DOI BibTeX RDF
51	Carol L. Smith	Building a help desk from scratch, with no staff, no equipment and no money: molding novice student consultants into seasoned help desk operators.	SIGUCCS	1996	DBLP DOI BibTeX RDF
50	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
50	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
50	Ingrid Zukerman, Yuval Marom	A corpus-based approach to help-desk response generation.	CIMCA/IAWTIC	2006	DBLP DOI BibTeX RDF
50	Yuval Marom, Ingrid Zukerman	Analysis and Synthesis of Help-Desk Responses.	KES (3)	2005	DBLP DOI BibTeX RDF
50	Mark Kriegsman, Ralph Barletta	Building a Case-Based Help Desk Application.	IEEE Expert	1993	DBLP DOI BibTeX RDF
50	Kathy Lyons, Martin Wolske	Me and my shadow.	SIGUCCS	2006	DBLP DOI BibTeX RDF	collaboration, education, training, team-building
44	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
44	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
42	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
42	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
42	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
42	Jayne Lovett	Open source: a practical solution.	SIGUCCS	2007	DBLP DOI BibTeX RDF	open-source help desk software
42	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
42	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
42	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
42	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
42	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
42	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
39	Michelle Bautista, Bryan Lee	A recharge model for end user computing support: yes! people pay us to fix their computers.	SIGUCCS	2006	DBLP DOI BibTeX RDF	recharge model, faculty, desktop, staff, computer support, funding, subscription
38	Thanh Tho Quan, Siu Cheung Hui, Alvis Cheuk M. Fong	Automatic fuzzy ontology generation for semantic help-desk support.	IEEE Trans. Ind. Informatics	2006	DBLP DOI BibTeX RDF
38	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
38	Melanie Knapp, Jens Woch	Towards a Natural Language Driven Automated Help Desk.	CICLing	2002	DBLP DOI BibTeX RDF
38	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
37	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
37	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
37	Jennifer S. Whiting	Moving IT beyond IT.	SIGUCCS	2006	DBLP DOI BibTeX RDF	career advancement, management, technology
35	Jacob T. Biehl, Rosta Farzan, Yingfan Zhou	Can Anybody Help Me?: Using Community Help Desk Call Records to Examine the Impact of Digital Divides During a Global Pandemic.	CHI	2022	DBLP DOI BibTeX RDF
35	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
35	Ruth V. Heidel	More Help Is On The Way (Optimizing The Performance Of The Client/Server Help Desk).	Int. CMG Conference	1995	DBLP BibTeX RDF
35	Glenda Schester Moum	What to do when the help desk needs help].	SIGUCCS	1987	DBLP DOI BibTeX RDF
33	Jim E. Greer, Gordon I. McCalla, John Cooke, Jason A. Collins, Vive Kumar, Andrew Bishop, Julita Vassileva	The Intelligent Helpdesk: Supporting Peer-Help in a University Course.	Intelligent Tutoring Systems	1998	DBLP DOI BibTeX RDF
33	Don Rea, Keelan Cleary	See for yourself: implementing web-based remote observation/control.	SIGUCCS	2001	DBLP DOI BibTeX RDF
29	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
29	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
29	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
29	Joe Lim	University of Toronto Mississauga: "the one" project.	SIGUCCS	2007	DBLP DOI BibTeX RDF	centralizing systems, enhancing student experience, help desk, id
29	Rebecca Klein, Matthew Smith 0004, David Sierkowski	Reduce response time: get "hooked" on a wiki.	SIGUCCS	2007	DBLP DOI BibTeX RDF	collaboration, communication, training, wiki, knowledge base, information, help desk
29	Ari R. TenCate	Expanding the boundaries through the use of technology in informal learning spaces.	SIGUCCS	2006	DBLP DOI BibTeX RDF	general access labs, help desk, learning spaces, advanced technology
29	Jason Snyder, Meredith Field	We got the message: creating an instant messenger service point.	SIGUCCS	2006	DBLP DOI BibTeX RDF	communication, help desk, staffing, consulting, instant messenger
29	Joshua Hartranft, Veronica Longenecker	SafetyNET -- designing and implementing a technology support program for students.	SIGUCCS	2006	DBLP DOI BibTeX RDF	Cisco clean access, security, help desk, spyware, viruses, support tools, call tracking, student support
29	Laurie Fox, Shawn M. Plummer	Opening the lines of communications with open source software.	SIGUCCS	2006	DBLP DOI BibTeX RDF	RT, SUNY Geneseo, ticket management, communication, open source, help desk, best practical
29	Raymond Gable	VOIP in a university call center.	SIGUCCS	2006	DBLP DOI BibTeX RDF	ACD, IP contact center, agent dashboard, frontrange solutions, help center, service, VOIP, help desk, call center
29	Saeed Rajput, Jihong Chen, Sam Hsu	State based authentication.	ACM Southeast Regional Conference (2)	2005	DBLP DOI BibTeX RDF	rule-based attack, syllable attack, security, authentication, access control, attack, password, help-desk, vulnerabilities, dictionary attack, unauthorized access, password management
29	Jason Brand, Jeff Balvanz	Automation is a breeze with AutoIt.	SIGUCCS	2005	DBLP DOI BibTeX RDF	AutoIt, automation, help desk, scripting, windows, customer service