HDI Information Technology Conference 2018

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. Deskside support, however, was part of its own initiative. Instead of centralization, 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 deskside support initiative and the value of four key precepts:

  1. Staff should have input into their workspace
  2. The sky's the limit...then pare down
  3. Seek creative funding opportunities to maximize benefit
  4. 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 the end user support manager in the Support Services department at the University of Central Florida.