HDI Information Technology Conference 2019

Session 308: Streamlining Deskside Support at UCF: Getting into the Zone


Wednesday, April 10 at 3:00 PM

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As part of a campus-wide reorganization of IT at the University of Central Florida, various service desk and end-user support teams were brought together in a single organizational structure. One challenge the team faced was satisfying distributed requirements of desktop support while aligning under common processes and technologies. To address this challenge, UCF launched the "Ultimate Deskside Support Zone" initiative, establishing zones across the main and regional campuses that could meet the needs of students, faculty, and staff, handle heavy throughput, and provide a pleasant, collaborative experience for technicians. In this session, attendees will learn about UCF's desk side support initiative and the value of three key precepts:

1. Staff should have input into their workspace
2. The sky's the limit...then pare down
3. Be patient and communicate often

JP Peters

Associate Director, Support Services
University of Central Florida

JP Peters has over 20 years of experience delivering IT services to students, faculty, and staff in higher education. He currently serves as the associate director of Support Services at the University of Central Florida, where he oversees endpoint services and support (including endpoint engineering, desktop support, and the service desk) within the central enterprise IT organization. JP is a certified HDI Support Center Director who holds additional certifications in ITIL and COBIT.


Stephen Johnson

End User Support Manager
University of Central Florida

Stephen Johnson is a Desktop Support Zone Manager at the University of Central Florida. He uses his background in Biotechnology, Architecture, Engineering, and IT Services to provide innovative solutions to challenging problems. He is passionate about empowering deskside support staff with the right tools and environment to be successful in the office and out in the field. Stephen is a certified HDI Desktop Support Manager.