Computing Help Desk

This project involves putting together a computing help desk system for Pace University students, faculty, and employees, and also for members of the local community, particularly for non-profit organizations as described below. The help desk system will consist of a Web interface to backend databases. The databases will deal with problem management and knowledge management. The problem management component will log each help desk call/request and track it through its successful completion, and it will contain fields such as time/date of help request, time/date of completion, nature of request, etc. The knowledge management component will contain solutions to common problems,general help desk information, and system status (real time alerts to Pace University system issues and outages). At this time we will probably not maintain an asset database, but eventually the university may like to add that component.

Other offerings through its custom web interface would be the Pace University standard software needed by the students (i.e ftp, secure shell, IE, Netscape, AOL instant messenger, etc..) to offer them a one stop shop for their technology resources. Relevant information including virus alerts, new technology initiatives, special events, and other Pace University technology centered information could also be offered.

Non-Profit organizations in the Metro New York area have many needs, some of which are met by grants (both private and public), donations and relationships within the communities that they serve. One such opportunity for a relationship exists between Pace University and non-profits in the surrounding areas. This relationship will be based on technology and technology services, an area that goes largely overlooked when applied to non-profit agencies and institutions. By supplying technology students on an ongoing basis to assist and direct non-profits, two initial needs can be met:

  1. Community non-profits will be supplied with technology assistance to help organize, upgrade, consult and initiate technology programs and day to day technology issues.
  2. Pace University students will have an opportunity to gain real life technology based experience. These relationships will also strengthen Pace University's commitment to the community and add value to the Pace University experience for the students.

Pace University believes that the community is its most important asset. One way to help support the community is to assist its Non Profit Organizations in greater utilization of the available technology to further improve its operation. Pace University has the greatest resource it can draw on to help the Non Profit Organizations throughout the community, i.e. its students. It is these students that Pace trained in technology, computers, digital communications, networks and the internet that can be a tremendous asset to these non profit organizations desperately looking to update their obsolete equipment, handle day to day issues and setup new technology initiatives. The students will gain in kind, since they can take their new found knowledge, learn at Pace and apply it in real applications. Pace will also benefit by this offering, making it almost unique throughout the country that its computer student body is participating in programs not active anywhere else. Not only will the non-profits will benefit but also its members, its sponsors and the recipients from the more improved operation.


Eric Heinen

S.K. Kalia, C.C. Tappert, A. Stix, and F. Grossman, A Pervasive Computing Solution to Asset, Problem and Knowledge Management, E-Learn 2002 World Conf. by Assoc. Advancement of Computing in Education, Montreal, Canada, October 2002.