Beginning Monday, May 13, our Support Desk hours will be:
Monday – Friday: 8:00 a.m. – 5:00 p.m.
Saturday – Sunday: Closed
We’ll resume regular hours after Memorial Day.
Beginning Monday, May 13, our Support Desk hours will be:
Monday – Friday: 8:00 a.m. – 5:00 p.m.
Saturday – Sunday: Closed
We’ll resume regular hours after Memorial Day.
Murano 3201
Frederick Kelly IT Administrator University of Tennessee Knoxville
Mary Lee Stewart University of Tennessee Knoxville
Rosie Sasso Instructional Technology and Research Support Specialist III, University of Tennessee Knoxville
Background: Knoxville has 1,400 Instructional Faculty, Student Enrollments 27k, Colleges 11, Degree Programs 300+, Course Delivery staff of 5.
Course Delivery Tools: Bb Learn, Bb Collaborate
Bridging the Gap –
When You are in Support – Every Day is Different!
We are ambassadors among different groups and people with unique backgrounds and traits with which to synthesize superior support.
Don’t be THAT guy. – It’s okay to say “I don’t know”, Investigate, Give Users Options
User Real Life examples and practical experiences – even if anecdotal – and then apply them to tech.
– Use analogies, metaphors, and/or similes. “Like drinking a milkshake through a cocktail straw”
– Computing Systems are like a fingerprint – browsers, operating systems, java, security, MS Office, third party- All users are diverse (verbal, visual) get to know users and needs
Embracing Change
The only thing constant is change – Heraclitus, Greek philosopher (535 BC – 475 BC)
“For every ailment under the sun there is a remedy, or there is none; if there be one, try to find it; if there be none, never mind it.”
– W.W Bartley American Philosopher (1934-1990)
Empowering Users
Fortune favors the brave! – Publius Terentius After the roman playwright.
Asking Questions
Professional Development:
Workshops – F2f, Online, your place or mine? (5 or 6 a month f2f)
Consults – Brief topical – how do I do x with y? one-on-one or group, where can i find? But what about..
Faculty Assist – Detailed, specific need (ID work) Was, Is or Will Be, Across support groupsKnowledge Base – Online constantly updated
Summary –
Offer multiple avenues of support, consistent message. Be Technical & Practical, Address Expectations, Expect change!!