Creating and managing a helpdesk in a multicultural environment

In the Fall of 2003 a new campus for Texas A&M University at Qatar (TAMUQ) was established in Doha, Qatar. This campus offers students a degree in either Electrical, Petroleum, Chemical or Mechanical Engineering fields just as if they were on our Main Campus. This paper will describe the history of how the Helpdesk within Information Technology Services (ITS) was created on the Qatar campus and how it is managed today in a multicultural environment. I will describe what happens to a problem ticket when it is submitted to the problem tracking system and the many challenges we encounter.