Help Desk Software Used by Colleges and Universities

[Duane Whitmire]

We are in the process of establishing a help desk at Bowling Green State
University. There are 17,000 students and 2000 faculty/staff. We have a
multi-mainframe environment (IBMs and VAXs) ,LocalTalk and Ethernet
networks, SUN Workstations, and mainly IBM and MAC microcomputers on
campus. We are just beginning to define functions to be handled and
clients to be served by the Help Desk.

Furthermore, we are attempting to determine if there is Help Desk Software
appropriate for a university similar to ours. Features desired (the wish
list) include: multiple hardware platform options, various operating
systems options, multiple client access, a knowledge base component, easy
customization, a graphical user interface, problem logging and tracking,
problem routing and escalation, standard and customized report generation,
and an e-mail interface.

Please send responses to my personal e-mail address whit...@andy.bgsu.edu

Thank you, in advance, for your feedback.
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Duane E. Whitmire, Ph.D.
Client Services Analyst
University Computer Services
103 Hayes Hall
Bowling Green State University
Bowling Green, Ohio 43403-0125
E-Mail: whit...@andy.bgsu.edu
Phone: 419-372-2927
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