Thursday, March 14, 2019

Managed Help Desk

To Begin Immediately After Spring Break

We are planning to restructure technology department operations to establish a full time staffed Help Desk. This position will answer the help desk phone, monitor emails to the help desk, and direct field resources to high priority issues when necessary.

Improved Support
We have a goal in the technology department to improve the efficiency and effectiveness of our support efforts. It is key that all support requests are processed through our help desk system. Too many requests are currently made to technology department individuals by phone or email. This interrupts our workflow and skews the priority of what we are working on.

We will be encouraging people to make requests through the help desk, preferably with a help desk ticket. Eventually we will start funneling all phone calls and emails to the help desk for processing.

hours of operation monday through friday 8:00 am to 4:00 pm

Phone: 7990
The help desk technician will be responsible for the following:
  • answer the help desk phone 
  • monitor the help desk email
  • assist walk-in staff
  • resolve some issues immediately like resetting a password or voicemail PIN
  • remotely connect to a computer to troubleshoot and resolve issues
  • open help desk tickets
  • monitor help desk tickets and direct field resources when necessary
  • develop documentation
  • develop PD resources
Please note, the help desk phone and email is not a substitute for help desk tickets. It is a method to address higher priority issues more quickly. It is expected that staff still submit a help desk ticket for all technical support issues.

The timeline is for this to go live after spring break.

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