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SOESD / Learning Matters / Newsletter Archive / June 2008 / Regional Help Desk Saves Districts Time and Money while Increasing Efficiency

Regional Help Desk Saves Districts Time and Money while Increasing Efficiency

Computer Information Services recently announced updates to SOESD's hosted Regional Help Desk software, provided free to component districts. Approximately 80% of the region's districts have opted to use the Help Desk incident tracking system and related IT management solutions.

Phoenix-Talent School District, Ashland School District, and Klamath City Schools most recently adopted the Help Desk solutions. Medford School District is expected to join next year, saving the district about $30,000 in the first year alone by replacing their previous solution.

The SOESD Regional Help Desk provides incident tracking, remote computer control, hardware/software inventory management, automated communication via email, end-user satisfaction surveys, and reporting tools. The system accepts support requests via email and web-based forms, or directly by district technicians, who can escalate incidents to SOESD support queues for help with the click of a mouse. District Help Desk managers are free to define their organization’s surveys and other Help Desk settings, including technicians and associated rights to the Help Desk components.

Automated inventory tools allow districts to make purchasing decisions, and maintain licensing compliance. Serial numbers, network addresses, and installed software are included in customizable district reports. Information on callers' computers is displayed in related Help Desk incidents.

Remote control tools save districts time and money. District technicians can establish remote connections to staff computers from the Help Desk console, or callers can be initiate connections to the call center themselves. Often, travel is unnecessary, and calls are resolved immediately.

After incidents have been resolved, technicians can send a customized survey to solicit feedback on their support efforts. District managers can produce drill-down reports on completed incidents and returned surveys.

Recent updates to the software allow multiple technical teams per district to both utilize the system, while maintaining separate support queues.  For instance, a district can maintain separate Help Desks for both “Maintenance” and “Information Technology”.

The software also now allows technicians to send email directly from Help Desk incidents, and processes replies from requestors to all mail sent from the system. These communications are appended to existing support incidents automatically.

For more information, please contact:

Computer Information Systems
Southern Oregon Education Service District
Email: support@soesd.k12.or.us
Phone: 541-858-6730 / 866-858-6730
Web: www.soesd.k12.or.us/support




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