SIGUCCS 2017

Employing students is critical to our success in offering service to our campus community. Students comprise the majority of our workforce at our Information Technology Service Desk and we rely on them greatly. However, we were faced with the problem of training our students in a consistent, effective manner with clear expectations and measurable outcomes. Our remedy is the Student Levels Project.

The Student Levels Project guides students to gain knowledge and develop the skills necessary to be successful at the IT Service Desk and to be able to take those same skills with them into the marketplace when they graduate. Through a tiered system, students complete training modules to earn badges. Each level is accompanied by a significant raise and clearly identifiable new skills.

This paper will discuss the development and implementation of the Student Levels Project and review the results a year into using the new system and its effect on our overall service.