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Developing an eLearning support model

In this paper, I will examine the development and implementation of providing technical and pedagogical support for the University of Wisconsin (UW) system-wide Course Management System, utilizing a centrally located Help Desk that is staffed primarily by a student workforce.The requirements and delivery of support have shifted in recent years, and some services require a faster turnaround for problem resolution. This paper will also examine the obstacles and challenges that became apparent to us when we designed a new on-demand support model. This model is driven by the needs of the course instructors/designers, who often require support in real time.This discussion demonstrates: How the Help Desk provides system-wide technical support The benefits of engaging students as part of the support team How to separate technical and pedagogical Issues How a knowledge base is utilized for quick and consistent solutions The benefits of designing a support workflow for quick problem routing