The IT help desk is, arguably, one of the busiest places on any campus. With so many students, staff, faculty, and visiting academics trying to access digital resources at any given time, the folks at the help desk are the go-to people to process access requests. But at several colleges and universities, the demand for support has become overwhelming.

At Baylor University, administrators found a way to help lighten that load.

“The help desk has been empowered a lot from where they were traditionally,” says Baylor CIO and CISO, Jon Allen. “They’re able…to do a lot of things that maybe took two or three steps in the past.”