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Session 308: Streamlining Deskside Support at UCF: Getting into the Zone

JP Peters (Associate Director, Support Services, University of Central Florida)

Stephen Johnson (End User Support Manager, University of Central Florida)

Location: Sebastian I-1

Date: Wednesday, April 10

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Optimization, Technology

Format: Case Study

Vault Recording: TBD

Audience Level: All

As part of a campus-wide reorganization of IT at the University of Central Florida, various service desk and end-user support teams were brought together in a single organizational structure. One challenge the team faced was satisfying distributed requirements of desktop support while aligning under common processes and technologies. To address this challenge, UCF launched the "Ultimate Deskside Support Zone" initiative, establishing zones across the main and regional campuses that could meet the needs of students, faculty, and staff, handle heavy throughput, and provide a pleasant, collaborative experience for technicians. In this session, attendees will learn about UCF's desk side support initiative and the value of three key precepts:

1. Staff should have input into their workspace
2. The sky's the limit...then pare down
3. Be patient and communicate often