Learn How to Leverage Your Help Desk Software for Maximum Performance
If your team is like most K-12 school technology teams, the number of assets you’re supporting has grown tremendously while your team’s bandwidth to manage those assets is shrinking.
On most days – particularly now with virtual learning as the norm – it seems like you receive more tickets than you resolve, and you’re always chasing the elusive goal of clearing the queue. Constantly playing catch-up can be overwhelming and lead to frustration for technicians fielding the inquiries.
Common problems a school district’s IT department are likely to face are:
Duplicate Data Causes Lack of Clarity
Without automation, districts face duplicate data entry leading to potential confusion and inefficiency.
Each school district is unique, and so are its challenges. Priority levels allow for even faster service. When teams are not aligned on what’s important, they come up short when it comes to meeting goals and expectations.
Utilize your help desk features to empower technicians, inspire confidence in end-users, and streamline processes. Creating consistencies in processes will help you leverage your K-12 help desk for maximum success.
If it seems like your school district’s IT department isn’t properly leveraging their ticketing solution, the following tips can help streamline their workflow and alleviate their stress.
1. Leveraging and Defining SLA Targets
An SLA, or a Service Level Agreement, is a defined agreement between the service team and the end-user to outline expectations. These include users of your school district’s help desk and ticketing services.
In the K-12 space, this means that your district administrator can create and assign priorities that outline how quickly each ticket should be addressed and, ultimately, how quickly it can be resolved.
By designating a specific time for each priority level, your technicians can spend less time interpreting incoming tickets and instead have a realistic expectation of how time-intensive each ticket’s resolution will be. These efficiencies allow your staff and students a better experience, giving the district back time and resources.
2. Utilizing Reporting Features
An effective school district help desk system provides detailed reporting. Standard or customizable reports provide visibility into department performance, team workflows, and help identify trends. Reporting is crucial, a system that lacks these features is likely to develop several challenges for technicians and hinder your ROI.
Bob Fishtrom, IT Director of Mountain View Los Altos Union High School shared how his help desk (GetHelp) reporting features support staff and students.
“Using GetHelp, I was able to give quantitative data to my supervisors, showing them the number of calls a day, the average time to close a call, and the most common types of calls. With that, we can determine if we need additional technicians to support student and staff operations.”
3. Customizing Problem Types
GetHelp allows you to customize problem types, sub-problem types, and ticket fields to meet your school district’s unique needs.
By choosing a help desk that allows you to customize your menu with unique problem types, you can tailor your help desk to streamline tickets by providing technicians with vital information and empowering technicians to resolve common issues quickly.
Fishtrom remembers with his old help desk software, he wasn’t able to customize problem types.
“We were using a solution with a problem type menu that was probably 60 options in a drop-down menu,” he says. “Staff and students would get frustrated and click any option to advance the ticket. When someone chooses the wrong ticket type, the routing becomes a mess, and things get lost.”
If your help desk system allows you to customize and create ticket templates, your technicians can access meaningful details and data for a swift and seamless resolution.
4. Integrate Your Help Desk System with Asset Management Software
The ideal help desk system integrates with other valuable tools to create an even more powerful platform for your K-12 technology department. An effective help desk is just one pillar in building a foundation for your technology team to succeed.
Asset management systems, like TIPWeb-IT, paired with a powerful help desk solution helps simplify tracking and support for school district assets, such as laptops, tablets, or Chromebooks. When technicians are empowered with this knowledge, they can resolve more tickets more quickly.
Streamline asset management and help desk ticketing by integrating with school district SIS, MDM, and other applications to reduce manual data entry, centralize valuable information, and access greater visibility. Utilize SSO to enable users to access their accounts with existing credentials.
GetHelp is the ultimate help desk solution for K-12 schools. The TIPWeb-IT integration allows quick access to view asset details such as serial number and location while creating a ticket in GetHelp – that includes your staff and students from the user portal.
By integrating your help desk with your other systems, you can enrich the data and information that users can access, allowing greater oversight, enhanced access, and increased efficiency.
5. Streamlined Ticket Submission
By taking advantage of software integration and ticket customization features, you can streamline the entire ticketing process.
Integrating your systems will reduce manual data entry and increase efficiency by centralizing all your data in one platform so it’s easy to find. This also allows for visibility across all school district assets so you can make confident data-driven decisions.
Using customization features will streamline the ticketing process even more. You’ll be able to resolve issues efficiently and effectively, without unnecessary and wasteful back and forth communication between users.
Finding Stability in the Ever-Evolving World of Education Technology
The K-12 education technology space is constantly evolving, meaning that these standards can quickly become outdated. It is important to meet with staff regularly and review what is working and what isn’t.
Create ongoing processes and procedures to create and maintain an effective and efficient work environment. It is important to encourage flexibility and communication to ensure that your help desk ticketing system will be the tool you expected.
Hayes Software Systems is a privately held company in Austin, Texas, that has been supporting K-12 education for 30 years by managing assets for their entire lifecycle and providing peace of mind and confidence in inventory data.
Hayes has helped over 9,500 schools, including 35 of the country’s top 100 districts, positively impacting over 7,000,000 students. Hayes also services higher education, state agencies, and government entities.
As your district grows, your assets grow, as does their impact on the classroom, and the problems you’re solving will increase at an even higher rate.
GetHelp makes it easy to manage the influx of work orders so you can spend less time managing tickets, and more time resolving them. If you’re looking for a help desk that can meet the above key features, check out GetHelp, and learn how it can benefit your district!