Beyond Tech Support: How the IT Service Desk Prioritizes People

   Story by Kallyn Zaner

The Oregon State University Service Desk is more than just a place to call when your computer isn’t connecting to WiFi or you’ve forgotten your ONID password. It is the frontline and hub of IT support that keeps the campus running smoothly. The Service Desk is dedicated to ensuring that technology never becomes a barrier to learning, teaching, or research. Whether it is repairing technical issues or guiding students, staff, and faculty through new systems and software, the Service Desk team provides essential support through any technological obstacle. With a collaborative environment of technical expertise and customer care, the Service Desk assists the OSU community in staying productive, connected, and focused on accomplishing all objectives.

The Service Desk is anything but predictable. After chatting with Max Cohen, the Service Desk Team Supervisor, it became clear that there is “no such thing as a typical day.” On any given day or shift, the student employees handle 150-180 phone calls and respond to numerous emails and booked tickets, while still attentively responding to walk-in requests ranging from issues with DUO authentication to password reset challenges, and all the in between. With such a wide range of needs, flexibility and efficient problem-solving tactics have become the core of the team's missions and goals.

Balancing efficiency while still maintaining exceptional customer service is a cornerstone of the Service Desk’s philosophy. Cohen emphasized that though their team handles a high volume of requests, the focus is never on being “fast.” Instead, the Service Desk recruits student employees for their personality, drive, and tenacity in rigorous situations, rather than their technical background. “We want to solve problems in the most courteous way possible,” Cohen explained. “If I support the student, they will support the customer.” Through the emphasis of collaboration, the team of students feel confident asking questions and leaning on one another, creating a supportive environment with a team-oriented culture.

For the nearly 90 students working on the Service Desk team, this job provides far greater than the technical skills and expertise. Cohen emphasized the importance of his student employees leaving the role with strengthened critical thinking abilities, the capability to question assumptions, and the skills to isolate the problem when a customer explains an issue. Additionally, they develop both written and interpersonal communication skills, which will aid them in their chosen careers. The Service Desk is far from an average on-campus position for student workers — it is a uniquely diverse environment. With 19 nationalities represented and 22 languages fluently spoken, the Service Desk broadens students' cultural and professional perspectives.

“We never expect anyone to know everything. What matters most is knowing what to do when you don't know the answer.” 

To fine-tune student onboarding, this year Service Desk leadership structured a formal training program designed to better prepare new hires. Within 6 weeks, 80% of the spring recruits could work independently, thanks to the combination of instructions regarding tools, networking, accessing printers and other platforms, with job shadowing and mentorship. Most importantly, students are taught the structure to follow when they don't know how to properly answer a question. This includes how to consult documentation, follow an organized troubleshooting process, and pursue support from more experienced coworkers. Cohen stressed that mistakes at the Service Desk are never viewed as failures, but opportunities to learn and evolve. “We never expect anyone to know everything,” states Cohen. “What matters most is knowing what to do when you don't know the answer.” With a foundation that pairs new hires with experienced employees and student leads, the Service Desk ensures all team members feel supported and comfortable as they navigate through transitional demands and obstacles of campus technology.

For Kirsten Petersen, Director of the Service Desk, the mission is simple, but powerful: “We support people, not technology.” Petersen compares the Service Desk to a concierge desk, there to answer almost any question or guide members to the right resources. One of the most overlooked strengths that the Service Desk provides is the ability to consistently provide aid to all OSU students, staff, and faculty, no matter where they are in the world. Today, the Service Desk regularly utilizes platforms such as Zoom and Teams, ensuring that international users can connect without technological struggles.

Petersen also emphasized the importance and value of streamlining processes and sturdy self-service options. Typically, a significant number of tickets received are requested outside of operating hours; self-service options support users with accessible documentation and self-help tools. This progressive thinking allows for the Service Desk to serve and remain as a key resource for a technology dependent university community without having 24/7 staffing.

The immense impact the Service Desk has on the OSU community is evident. Customers often emphasize their gratitude for the team's kindness, patience, and emotional intelligence. Petersen explains, “We support the human interface with technology," making the experience of navigating through technological tools much simpler and more efficient. When asked about a memorable experience with the Service Desk, Petersen recalled a time when a technician quickly helped a new instructor regain access to their account after falling victim to a phishing email. What could have resulted in catastrophe quickly became a learning experience full of reassurance, leaving the instructor feeling supported and welcomed at OSU. Through times like these, the Service Desk demonstrates its true value, not just through fixing computers, but through fostering connections and trust across the OSU community.

Alongside the large number of student employees, the Service Desk is supported by 11 Student Lead Technicians who aid in overseeing operations, collaborating with staff and faculty, and providing overall guidance to peers. Teagan Simoneau, a recent graduate, has been a major part of the success of the team for nearly two years. Simoneau's interest in IT and hands-on, prior experience with personal computers initially drew her to this role. However, the strong reputation of the Service Desk and the management/ leadership team was a major motivator in finalizing the decision to join.

While there is no “typical day” at the Service Desk, the Student Lead Technicians help ensure things are running smoothly. Through supporting the student employees, acting as partial supervisors, managing schedules and documentation, and tackling complex issues independently, the Student Leads are a critical part of the success of the team. For Simoneau, this role has been more than just an on-campus job. It has been an opportunity to gain hands-on professional experience and growth. As a Computer Science major, the technical experience has been valuable, but the networking and professional skills and attributes that have come with this position are equally important. Through constructing relationships and future references to refining workplace communication strategies, Simoneau emphasized that working with this team has been a wonderful experience that will continue to benefit her in her future career aspirations.

The Service Desk continues to grow and remain a vital part of the OSU community, blending technical expertise with a client focused approach. With a team ranging from student employees actively gaining valuable career skills, to expert faculty and staff members eager to provide personalized support to all customers, the Service Desk plays a key factor in ensuring technology is accessible and reliable throughout campus. As OSU’s technology continues to evolve and grow, the Service Desk team remains committed to innovation and adaptability, securing solutions not only for today's issues, but also preparing the university for tomorrow's possibilities.