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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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To Hear Audio: 1.866.740.1260 access code: 8168151#
Dial from your phoneDial from your phone: 1.866.740.1260: 1.866.740.1260Access CodeAccess Code: 8168151#: 8168151#
The webcast will begin shortly.For audio, please dial (866) 740-1260 then enter 8168151
Welcome!
To Hear Audio: 1.866.740.1260 access code: 8168151#
Today’s Moderator: Michael TaylorIT Market Manager
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.
To Hear Audio: 1.866.740.1260 access code: 8168151#
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#
How a self service help desk can empoweryour IT staff, protect resources, and satisfy
end users
Jason Brames, Director of Technology,Avon Community Schools
To Hear Audio: 1.866.740.1260 access code: 8168151#
Liza Hazzard, Services Team Leader,Avon Community Schools
Importance Michael Taylor
Best Practices / Processes Jason Brames & Liza Hazzard
To Hear Audio: 1.866.740.1260 access code: 8168151#
Jason Brames & Liza Hazzard
Questions Everyone
Software Demonstration
Reduce cost of incident management
Reduce work load on team
Remove delay in ticket assignment
To Hear Audio: 1.866.740.1260 access code: 8168151#
Remove delay in ticket assignment
Increase productive time
Track and enforce Help Desk processes
• 13 schools, 8,600+ students, 800 staff
• 5700 computers
• Tech Staff – 11.5
To Hear Audio: 1.866.740.1260 access code: 8168151#
• Tech Staff – 11.5
• 6.5 FTE PC technicians
• Network Manager
• 1 FTE Technology Trainer
• 2 FTE Student Information
Identify building level support personnel needs
Appropriately time training opportunities for staff members
Document issues & identify trends
To Hear Audio: 1.866.740.1260 access code: 8168151#
Provide end users status reports on their open incidents
Reduce inefficiencies in support personnel dispatch
Appropriately time training opportunities for staff members
Consolidated Incident Reporting
• Reduce Phone Calls
Perception Vs. Reality
• Perception: Loss of personal contact
• Reality: Faster Incident Resolution
To Hear Audio: 1.866.740.1260 access code: 8168151#
Empowering the end user is not loss of technician control!
• Reduce Phone Calls
• Reduction in emails
To Hear Audio: 1.866.740.1260 access code: 8168151#
Make it easy for the Requester to submit incidents.End user’s have created 88% of incidents comparedto 15% in the previous system.
7 easy steps to complete incident.
To Hear Audio: 1.866.740.1260 access code: 8168151#
Incident automatically assigned to the Technician.
Ongoing communication sent to Requester
and Technician until incident can be closed.
Requester makes wrong choice when creating theincident.
Easy to use reporting options.
To Hear Audio: 1.866.740.1260 access code: 8168151#
Requests are not lost.
Reduction in call volume by 32%.
To Hear Audio: 1.866.740.1260 access code: 8168151#
To Hear Audio: 1.866.740.1260 access code: 8168151#
Technology Readiness –
To Hear Audio: 1.866.740.1260 access code: 8168151#
Technology Readiness –SchoolDude makes a difference!
SchoolDudeProduct Demo: ITDirect
To Hear Audio: 1.866.740.1260 access code: 8168151#
Product Demo: ITDirect
Take the survey – and provide comments on:
This seminar
What you’d like to see for future seminars
Free Resources – for more information
To Hear Audio: 1.866.740.1260 access code: 8168151#
Free Resources – for more information www.schooldude.com/technology www.myschooldude.com
Thank You!For more information or to request
a one-on-one product demo please contact:
To Hear Audio: 1.866.740.1260 access code: 8168151#
The SchoolDude Team1-877-868-3833
[email protected] visit www.schooldude.com/technology