<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2007-3607</journal-id>
<journal-title><![CDATA[PAAKAT: revista de tecnología y sociedad]]></journal-title>
<abbrev-journal-title><![CDATA[PAAKAT: rev. tecnol. soc.]]></abbrev-journal-title>
<issn>2007-3607</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Guadalajara, Sistema de Universidad Virtual]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-36072018000200003</article-id>
<article-id pub-id-type="doi">10.32870/pk.a8n14.298</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Estudio sobre la implementación del software Help Desk en una institución de educación superior]]></article-title>
<article-title xml:lang="en"><![CDATA[Study of the implementation of Help Desk software in an institution of higher education]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rodríguez Gallardo]]></surname>
<given-names><![CDATA[Juan Armando]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[López de la Madrid]]></surname>
<given-names><![CDATA[María Cristina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Espinoza de los Monteros Cárdenas]]></surname>
<given-names><![CDATA[Adolfo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Guadalajara Escuela Preparatoria No. 18 ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Guadalajara Centro Universitario del Sur ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Guadalajara Centro Universitario del Sur ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2018</year>
</pub-date>
<volume>8</volume>
<numero>14</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-36072018000200003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-36072018000200003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-36072018000200003&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen: El software Help Desk o sistema de Mesa de Ayuda proporciona un punto de apoyo y contacto entre el proveedor de tecnologías de la información y los usuarios finales. El contar con esta herramienta permite tomar decisiones diarias que influyen en la manera cómo se resuelven los incidentes tecnológicos, y con ello evitar que los procesos de las diferentes áreas se vean afectados por tiempo prolongado. En el Centro Universitario del Sur (CUSUR), de la Universidad de Guadalajara, esta herramienta se implementó durante ocho años -de 2008 a2015-, y en el proceso se fue modificando para ajustarla a las características de la institución. Para conocer sus alcances, desarrollo, pertinencia y aceptación en los años que estuvo el servicio activo,en 2016 se realizó una investigación de corte mixto a través de la técnica de cuestionario tipo encuesta aplicado a 68 usuarios; la parte cualitativa consistió en el análisis de la pregunta abierta del cuestionario y la recuperación de la experiencia de la persona que estuvo al frente del proyecto, quien, a su vez, fue uno de los autores de este trabajo. Los resultados señalan que, en general, los usuarios del sistema Help Desk en el CUSUR estuvieron satisfechos con el servicio recibido, a pesar de que la mayoría desconocía su implementación;se observó una mejora en la dinámica del soporte tecnológico del centro.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract: The Help Desk software or Help Desk system provides a point of support and contact between the IT provider and the end users. Having this tool allows possible to make daily decisions that influence the way in which technological incidents are resolved and thus prevent the processes of the different areas from being affected for an extended period of time. At the Centro Universitario del Sur of the Universidad de Guadalajara, this tool was implemented during 8 years -from 2008 to 2015- and in the process was modified to fit the characteristics of the institution. In order to know its scope, development, relevance and acceptance in the years that the active service was, in 2016 a mixed-case investigation was carried out through the technique of questionnaire type survey applied to 68 users; the qualitative part consisted in the analysis of the open question of the questionnaire, and the recovery of the experience of the person who was in charge of the project, who is, in turn, one of the authors of this work. The results indicate that, in general, the users of the Help Desk system in the CUSUR were satisfied with the service received, despite the fact that most of them did not know the implementation, and an improvement in the dynamics of the center's technological support was observed.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Tecnologías de la información]]></kwd>
<kwd lng="es"><![CDATA[gestión del conocimiento]]></kwd>
<kwd lng="es"><![CDATA[educación superior]]></kwd>
<kwd lng="es"><![CDATA[innovación tecnológica]]></kwd>
<kwd lng="en"><![CDATA[Information technologies]]></kwd>
<kwd lng="en"><![CDATA[knowledge management]]></kwd>
<kwd lng="en"><![CDATA[higher education]]></kwd>
<kwd lng="en"><![CDATA[technology innovation]]></kwd>
</kwd-group>
</article-meta>
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