Empowering the End User for Greater Control

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How a self service help desk can empower your IT staff, protect resources, and satisfy end users.

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Empowering the End User for Greater Control

  1. 1. Dial from your phone: 1.866.740.1260 phone: Access Code: 8168151# Code: To Hear Audio: 1.866.740.1260 access code: 8168151#
  2. 2. Welcome! The webcast will begin shortly.For audio, please dial (866) 740-1260 then enter 8168151 Today’s Moderator: Michael Taylor IT Market Manager mtaylor@schooldude.com To Hear Audio: 1.866.740.1260 access code: 8168151#
  3. 3. Participant phones are muted.Ask questions at any time by using the chat feature.There will be a Q&A wrap up at the end.When you leave the webinar please fill out thesurvey with your feedback.You will receive a recording within 24 hours. To Hear Audio: 1.866.740.1260 access code: 8168151#
  4. 4. How a self service help desk can empoweryour IT staff, protect resources, and satisfy end users To Hear Audio: 1.866.740.1260 access code: 8168151#
  5. 5. Jason Brames, Director of Technology,Avon Community Schools Liza Hazzard, Services Team Leader, Avon Community SchoolsTo Hear Audio: 1.866.740.1260 access code: 8168151#
  6. 6.  Importance  Michael Taylor Best Practices / Processes  Jason Brames & Liza Hazzard Questions  Everyone Software Demonstration To Hear Audio: 1.866.740.1260 access code: 8168151#
  7. 7.  Reduce cost of incident management Reduce work load on team Remove delay in ticket assignment Increase productive time Track and enforce Help Desk processes To Hear Audio: 1.866.740.1260 access code: 8168151#
  8. 8. • 13 schools, 8,600+ students, 800 staff• 5700 computers• Tech Staff – 11.5• 6.5 FTE PC technicians• Network Manager• 1 FTE Technology Trainer• 2 FTE Student Information To Hear Audio: 1.866.740.1260 access code: 8168151#
  9. 9. Document issues & identify trendsIdentify building level support personnel needsAppropriately time training opportunities for staff membersReduce inefficiencies in support personnel dispatch Provide end users status reports on their open incidents To Hear Audio: 1.866.740.1260 access code: 8168151#
  10. 10. Perception Vs. Reality• Perception: Loss of personal contact• Reality: Faster Incident ResolutionConsolidated Incident Reporting• Reduce Phone Calls• Reduction in emailsEmpowering the end user is not loss of technician control! To Hear Audio: 1.866.740.1260 access code: 8168151#
  11. 11. To Hear Audio: 1.866.740.1260 access code: 8168151#
  12. 12. Make it easy for the Requester to submit incidents. End user’s have created 88% of incidents compared to 15% in the previous system.7 easy steps to complete incident.Incident automatically assigned to the Technician.Ongoing communication sent to Requesterand Technician until incident can be closed. To Hear Audio: 1.866.740.1260 access code: 8168151#
  13. 13. Requester makes wrong choice when creating the incident.Easy to use reporting options.Reduction in call volume by 32%.Requests are not lost. To Hear Audio: 1.866.740.1260 access code: 8168151#
  14. 14. To Hear Audio: 1.866.740.1260 access code: 8168151#
  15. 15. To Hear Audio: 1.866.740.1260 access code: 8168151#
  16. 16. Technology Readiness –SchoolDude makes a difference! To Hear Audio: 1.866.740.1260 access code: 8168151#
  17. 17. SchoolDudeProduct Demo: ITDirect To Hear Audio: 1.866.740.1260 access code: 8168151#
  18. 18.  Take the survey – and provide comments on:  This seminar  What you’d like to see for future seminars Free Resources – for more information  www.schooldude.com/technology  www.myschooldude.com To Hear Audio: 1.866.740.1260 access code: 8168151#
  19. 19. Thank You! For more information or to requesta one-on-one product demo please contact: The SchoolDude Team 1-877-868-3833 salesrequest@schooldude.com or visit www.schooldude.com/technology To Hear Audio: 1.866.740.1260 access code: 8168151#

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