Case Study: Edgewood College improves help desk service with Wipfli

A Help Desk gets insights, improvements, and best practices

Edgewood College, a Madison, Wisconsin liberal arts college with 2,800 students, was looking for a new help desk manager and used that transition period to assess the performance of its help desk. The college brought in Wipfli to identify improvement opportunities in its help desk function.

Wipfli conducted a comprehensive review that included 30 interviews across campus, process analysis, workflow mapping, and a SWOT analysis with the help desk team. The assessment led to new monthly metrics, weekly reports, severity and priority handling practices, and service-level and operational-level agreements. As a result, Edgewood College reduced open job tickets from about 100 to 20 or 30, improved resolution speed, and saw stronger satisfaction from both end users and the help desk team.

Edgewood College

Deron Kling

Director of Information Technology