Create a help desk knowledge base to reduce ticket volume and empower customers to resolve issues independently.
If you’re like most K-12 technical support teams, the number of assets you support is ballooning while your budget remains the same (or shrinks!). In any given day, it feels like you receive more tickets than you resolve and you’re always chasing the goal of clearing the queue. In these cases, one of the best investments you can make is the creation of a help desk knowledge base.
School technology staff should follow these best practices when working in your help desk ticketing system.
By Gena Blankenship
Help desk ticketing systems are a great tool to streamline the daily management of school help desk tickets from teachers, students, and school administrators. They also hold a goldmine of data that you can use to drive decisions to provide the best technology possible for staff and students.
To make use of this data, you need to establish clear, standardized procedures that your technology staff can execute. Creating consistencies in processes and ticket data will allow you to identify SLA compliance, product issues, technician efficiency, and much more. Continue reading “3 Best Practices to Manage School Help Desk Tickets”
Find your district’s total inventory value below to understand the scale of your inventory responsibility.
School districts own and support more inventory than ever. With that comes a large responsibility to track, manage, and audit your inventory to ensure you’re being good stewards of taxpayer dollars. Find your district’s inventory value below to understand how large that responsibility is.
Before joining the Hayes team as Director of Client Services, John Mellios worked in education for 16 years. He started his career after graduating college at Oakland Unified School District (CA). Here he worked as an AmeriCorps member in three schools in Oakland USD (CA), providing oversight and technical support, and installing fiber optic networks and technology in each school. He then transitioned onto the administrative side and managed technology within the same district. Finally, John moved to Chicago to be closer to family, serving the role of Director of Educational Technology and Tools at Chicago Public Schools for five years. Continue reading “Meet the Hayes Team: John Mellios”
Performing these 3 types of inventory audits throughout the year will improve your data accuracy and usability.
By Gena Blankenship
School districts need to know where their assets are at all times, and a reliable inventory tracking system is the first step to having great data at your fingertips. The next step…audits! One of the best ways to boost the accuracy of your inventory data is to complete these three types of inventory audits throughout the year.
Think you know the best time to audit inventory? Consider these 5 reasons to change your audit schedule.
By Gena Blankenship
Many districts complete inventory audits at the end of the academic school year when staff, teachers, and students are already stressed to the max. Often, crazy schedules and competing priorities cause the audit to go undone, forcing you to use inaccurate and outdated inventory information to plan for the coming year. Is that really the best time to audit inventory?
Ryan Gross, a 17-year science teacher turned National Account Manager, is one of Hayes Software Systems’s excellent employees. Ryan worked in Pflugerville Independent School District (TX) for ten years as a science teacher before moving to Leander Independent School District (TX) for seven years. Continue reading “Meet the Hayes Team: Ryan Gross”
Blake Sobol is a Senior National Account Manager at Hayes Software Systems. Before joining Hayes, Blake worked for an education service center in San Antonio (TX) for ten years, then moved to Michigan to serve as Director of Technology at Midland Public Schools. Continue reading “Meet the Hayes Team: Blake Sobol”