University Service Desk

“University Service Desk.A university service desk recently installed a wireless network on its campus. Most of the faculty and students are quite comfortable using the web and mobile devices. You work as a service desk analyst and think the service desk can enhance its services by using Web 2.0 technologies and social media. Use the web to research the use of Web 2.0 technologies and social media at the service desk and analyze ways these technologies can be used to serve the university’s faculty and students. After you finish your research and analysis, prepare a brief report of your findings. The report could outline, for example, what the introduction of Web 2.0technologies and social media will mean to your customers and how Web 2.0technologies and social media will enable the university to provide cost-effective support services. Provide any information you can about how other universities and companies are using these technologies to support their customers. Finally, prepare a list of changes you recommend making to the service desk so that the team will be prepared to use and promote the use of these technologies. Consider all aspects of the service desk—people, processes, technology and information.”

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