BACC Squad to the rescue! How the BACC Squad Service Desk improved customer service at Dahlgren Memorial Library

Abstract

Dahlgren Memorial Library (DML) serves 7,000 users and provides 70 computers, 7 printers and 3 copiers. Printing, copying and computing have become increasingly utilized services at DML. Frequently, patrons would seek assistance from the Information Service Desk staff to troubleshoot issues occurring with these services, which can be time consuming and can take them away from doing circulation duties. , , The Biomedical Academic Computing Center (BACC) Squad Service Desk was implemented to help relieve these duties from the IS desk. The BACC Squad Service Desk at Dahlgren Memorial Library is staffed between 7-10 student library assistants per semester. To lessen downtime of the machines and reduce patron frustration, BACC Squad students perform daily tasks during shifts such as cleaning keyboards, removing documents from computers, and troubleshooting paper jams. This poster will discuss the implementation, evaluation of the BACC Squad and how it improved customer at DML.