Help Desk Software for Schools, Colleges, and Universities Helps Overcome IT Support Challenges

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Fully functional for 14 days

 

Supporting the IT needs of students, faculty, and staff is costly and resource-intensive

Limited resources

The ratio of IT staff to students and faculty coupled with budget constraints can greatly impact service request delivery and quality.

Complex device support requirements

School systems, software, and the bring your own device (BYOD) burden of students and staff require broader monitoring and deeper IT staff skill sets.

Incident and problem management

Lack of a centralized ticket management system in educational institutions can lead to slower response times, ticket errors, missed tickets, and unhappy end-users.

 

Streamline and improve end-user support

  1. Promote self-service with a robust knowledge base

    Responding to repetitive, run-of-the-mill questions takes up valuable time that could be spent working on new or more complicated issues. Leveraging the built-in, searchable, and easy-to-use knowledge base enables IT support staff to create and maintain FAQ articles directly from a ticket and make them available to end-users. Providing this resource can help limit the number of inbound service requests, frees the IT support agent from ticket overhead management, and allows users to quickly find the answers to the most common issues when they need them.

    Discover the benefits of knowledge base management.

  2. Seamlessly integrates into your IT infrastructure

    With each passing semester, students, faculty, and staff come and go. Among the many challenges this dynamic presents is the need to ensure the right individuals are granted access to the ticketing system to manage their support needs. Leveraging help desk software that can synchronize with your LDAP or AD server brings added efficiency to the process of onboarding new end users and supports SSO capabilities for improved end-user experience.

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  3. Simplify IT asset management

    Discovering, managing, and tracking IT-related assets presents endless challenges for IT support teams. But in the academic setting, where assets take the form of projectors, cameras, and any level of instrumentation an engineering student needs, this challenge can be compounded. Without integrated help desk asset tracking, both single-site institutions and those with multiple campuses face numerous difficulties when providing support. Tracking down missing details on IT parts and billings, recalls, system updates, scheduling replacements, or managing asset reservations can present a massive time and resource burden on support staff that is already stretched thin. The lack of unified history on an asset creates unnecessary increases in overhead and delays.

    Learn more about Web Help Desk® software’s ITAM capabilities.

  4. Achieve higher levels of support

    Without a dashboard, it is hard to quickly evaluate a team’s performance, productivity, and workload. Manually generating reports can take time managers may not have. Being able to see trends as they are developing, or over time, can assist teams in deploying resources and identifying systemic problems and issues. A centralized dashboard improves communication between end-users and IT support pros and enables management to confidently pinpoint where additional training is needed, or which end-user self-service tools could be expanded.

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  5. Automate ticket tracking and prioritization

    Fully resolving tickets without clearly identifiable status tracking is very difficult to consistently do in a timely manner. Without the time saving made possible by automated prioritization and workflow-driven stages, agent time is consumed by repeatedly identifying and managing a ticket's status or priority. Lost, escalated, forwarded, and aging requests are key issues that regularly lead to decreased success in resolving requests. Reduced time spent directly managing tickets increases the number of people each IT support team member can assist.

    Find out the characteristics of a great ticketing system.

Invaluable tool to running our schools! There are several good things about this program. First, the ability to keep track of problems. This cannot be underestimated across two buildings with hundreds of laptops and other equipment. Second, the ability to maintain open dialogue with clients who need repairs. Third, the ability to sort issues by client, room, or situations and see the history of a problem, or a problem user."

Emmanuel Hill

Systems Administrator at Our World Neighborhood Charter School

Provide students, faculty, and staff with easy, centralized support

Powerful help desk solution with automated ticketing, asset management, and self-service.

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Let's talk it over

Call us at 866.530.8100

Email us at Sales@SolarWinds.com

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