Higher education institution St.Mary’s relies on SolarWinds® Web Help Desk® ticketing and asset management software to provide better service to its users. Web Help Desk saves time and provides an easy-to use method for students to request technology support assistance and a frustration-free way for IT staff to keep up to date with tickets and offer better service your student population.
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.
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.
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.