As a help desk becomes an integral player in a University's ability to expand technology to the community, its capability to keep up with the constantly changing and growing support needs becomes an increasingly difficult challenge. A help desk is often called to support systems and resources before the sponsoring group provides formal training to the users. Often a help desk receives calls about a new system before help desk consultants are introduced to the system or resource by the sponsoring group. Certainly, Service Level Agreements (SLAs) were designed to deal with this issue. This paper discusses how can SLAs best assist a help desk in managing the never-ending need to provide cutting edge technical support.
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