End User Support Planning/Consultation
Nothing can hamper an academic computing initiative more than an unreliable support strategy. This engagement, while custom designed to meet the unique needs of a school, typically includes assistance with trouble ticket tracking, work order documents, warranty repair & accidental damage procedures, help desk software configuration and report templates.
A member of the team with extensive end-user support and help desk expertise will work with designated school staff to assess the current environment. The project lead will draw from a team of Collaborators to ensure the school is receiving true best practice recommendations. The evaluation will examine help desk design & workflow, warranty and insurance repair process, image and patch management, and service level expectations. We can also provide example work orders and forms for use to reduce user down-time and the number of spares required to keep the computers in student’s hands. We will also recommend FAQ strategies and user policy changes.
Leveraging the experience of current educational technologists to develop your approach can in many cases reduce the resources required to keep the program running smoothly, thus providing for a nearly immediate return on investment.
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