Implementing a new Helpdesk

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This presentation was given to staff prior to a district wide implementation of a tech support helpdesk.

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Implementing a new Helpdesk

  1. 1. Mobile DevicesOnline Assessment Windows 7Moodle Infinite Campus Data Warehouse Google Apps School Messenger QSP rSchool Security System Backup System
  2. 2. Computer  SMART  Staff  Mobile Labs Boards or  Machines Devices• BES ‐ 3 Multimedia  • 120 Laptops • BES – iPad• BMS ‐ 5 Systems • 25 Office,  Cart• BHS ‐ 8  • 90% SB Cafeteria,  • BMS – iPod  Para Cart • 100%  Multimedia • BHS – Classroom  Blend
  3. 3. Infrastructure Access  points Servers Core  Hardware
  4. 4. 200 1800Staff Students
  5. 5. Current Tech Request Methods
  6. 6. We Need
  7. 7. We need an enterprise- based solution
  8. 8. Ticket BasedProgress Communicated & TrackedKnowledge BaseTicket HistoryPerformance Reporting
  9. 9. Middle  High  CE/Bus Elementary School School Garage Jenny  Deb  Mary  Jenny/Deb Weiler Cordes FremarekJen Hegna Jen Hegna Jenny/Deb Jen Hegna Engineer Engineer Jen Hegna Engineer EngineerFloating DaysJenny  = TuesdaysDeb = Thursdays
  10. 10. Reports Weekly/Monthly• Tickets by location• Tickets by request type• # of tickets completed by technician• # of tickets open by technician• Average open time • Closed Monthly TicketsReports are auto scheduled – send Weekly/Monthly
  11. 11. Helpdesk Priority1. Safety of staff & students2. Quantity of staff & students affected3. Order HelpDesk requests are created
  12. 12. Accessing the Helpdesk
  13. 13. IMPORTANTSummary – this will be in follow up emailsDetails are critical as it will help us determine the solution IMPORTANT
  14. 14. Emergency
  15. 15. In the event of an emergency – either a student/staff safety issue OR a large network outage where many staff and students are affected, (more than 1 classroom) Please call your tech support right away.
  16. 16. Go Live Date – December 9
  17. 17. • Improve Byron  • Meet with Sr. Leaders Technology support  • Meet with Techs • Present to staff • Train Techs and End‐users • Go Live Dec 9 Plan Do Act Study• Develop goals based on  • Review Reports reports and feedback  • Weekly Meetings with  from stakeholders Tech support• Adjust process, tweak  • Bi Weekly Meetings with  helpdesk Administrators

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