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Development of a student-driven information technology support service.

Scott Myers1, Sahar Hojjat1, Rebecca Miller1

  • 1University of California, San Francisco, School of Pharmacy, 513 Parnassus Ave Rm 924, Box 0150, San Francisco, CA 94143, United States.

Currents in Pharmacy Teaching & Learning
|December 12, 2018
PubMed
Summary

A student help desk (SHD) successfully addressed gaps in campus IT support for students. This initiative leveraged student motivation to improve technology services and curriculum engagement.

Keywords:
Computer-based assessmentEducational technologyExamsoftITIT supportInformation technologyStudent-partnerships

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Area of Science:

  • Educational Technology
  • Information Technology Services
  • Student Support

Background:

  • Students increasingly rely on complex educational technology, straining existing campus IT support.
  • Campus IT services often lack the capacity and specialized knowledge for pharmacy education-specific technology issues.
  • A gap existed in providing immediate and relevant IT customer service to students.

Purpose of the Study:

  • To describe the establishment and impact of a student-led initiative to improve campus IT customer services.
  • To address the specific information technology (IT) needs of students within a pharmacy education context.
  • To explore a collaborative model involving students, staff, and faculty to enhance IT support.

Main Methods:

  • A student-initiated technology user group, the Student Help Desk (SHD), was developed.
  • The SHD provided support for student devices and access to curriculum technological resources.
  • Data on cases addressed by the SHD were collected and analyzed over 24 months.

Main Results:

  • The SHD addressed 259 cases over 24 months.
  • Top reported issues included computer-based assessment, email synchronization, curriculum software synchronization, wireless printing, and encryption.
  • These findings indicate perceived value and confidence in the SHD by students and faculty.

Conclusions:

  • The SHD effectively resolved technology issues, enhancing student curriculum engagement.
  • Student involvement in governance, even for IT services, demonstrates motivation and can address programmatic issues.
  • A collaborative student-staff-faculty model can successfully bridge gaps in institutional services.