When an Arizona State University student calls to get help with setting up an e-mail account, he or she can also get the lowdown on financial aid, find out where a particular parking permit can be used and report a water pipe leak in the dorm restroom — all to the same help desk specialist. If the person on the receiving end of the call can’t answer a specific question, he or she can dip into a knowledgebase to see if the solution is there or jump on a Slack channel for a quick chat with colleagues.


Read More