Background
As Public Services Technology Coordinator at Brandeis Library, I helped select and roll out a new online service desk and support suite for the library.
My Role
- Evaluated organizational requirements for a service desk platform
- Attended vendor presentations and product demonstrations
- Ran a pilot of the chosen platform ahead of a full rollout
- Held stakeholder meetings during each department’s launch
Outcome
Rolled the platform out across every public-facing department, then provided post-implementation support — handling user inquiries and processing escalations as the new system came online.