Exploring help desk outsourcing as 24/7-support option

The IT department at Widener University in Chester, Pa., was at a crisis point. Unexpected IT staff turnover and high demand for more technology resources intersected, leaving the university grappling with how to provide help desk support. The school had walk-in centers that were open into the evenings, but overall, coverage wasn’t keeping up with demand.

“We needed to improve our game, both in terms of availability and knowledge,” the university’s CIO, Peter Shoudy, says of the situation that occurred about five years ago. “So, we started talking about outsourcing as a way to be more strategic.” Read more.