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Thursday, March 14 • 1:30pm - 2:30pm
Going Beyond All Limits to Prepare Your Help Desk for the Unexpected

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In this session, we will share how Virginia Tech's IT Help Desk (4Help) goes Beyond All Limits to anticipate and prepare for interruption of 4Help computing support services due to an emergency situation or hazardous condition that prohibits employees from accessing the building or room where they are located. Specifically, we will focus on how 4Help prepares to relocate for events that would cause the building that houses the Help Desk to be unsafe, dangerous, or unsuitable to inhabit or hazardous conditions that make travel to the work location dangerous for employees. The Help Desk proudly serves as first contact for Virginia Tech Alumni, employees, retirees, students, and potential students who have computing support needs and actively considers ways to limit or eliminate any delay or interruption in the service.


Doug Hylton

Desktop Support Team Lead, ITEE/NIS, Virginia Tech
avatar for Anne Sheppard

Anne Sheppard

Director of Service & Knowledge Management, Virginia Tech
Anne Sheppard has nearly 30 years’ experience working in Higher Education with ~20 years developing and managing strategic IT initiatives for students as part the Division of Information Technology at Virginia Tech. As part of the organization’s recent implementation using ServiceNow... Read More →
avatar for Teresa Snavely

Teresa Snavely

Assistant Director of Training and Development, Virginia Tech
I have worked with the Division of IT for 12 years in various roles with | | IT Support. | | Several years ago, the Division of IT created a new department dedicated to Customer experience; IT Experience & Engagement. I have the pleasure of being part of the unit that works collaboratively... Read More →

Thursday March 14, 2019 1:30pm - 2:30pm
Holley IV
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Attendees (9)