Academic institutions have seen various changes throughout the years with the advent of the digital era. The new communication channels that teachers, students, and parents use are one of the most significant advances among them.
A help desk software for schools is one of the most important technologies that every academic institution should think about. This technology enables education staff to automate their procedures while assisting them in coordinating student requirements. In turn, this helps individuals manage their workload more effectively and boosts productivity.
Why use help desk software?
The integration of dispersed knowledge, services, and information is difficult. But, with help desk software, the integration of services becomes much easier. It serves as a central repository for all of the data and support-related information.
For all parties involved, the helpdesk software serves as the sole source of information. It covers IT agents and their work, faculty/staff members, student information, and more. They can instantaneously and at any moment find the information they need.
With all these benefits, it is also important to make the help desk more effective. Here are some tips to enable you to make your help desk successful.
Making your school help desk more effective
1. Take a value-first approach
It can be tempting to use technology just for the sake of using it or using the newest software when introducing new systems. Instead of being a goal in itself, technology should be used to achieve objectives.
When making decisions, it is important to keep strategic goals in mind, such as enhancing interaction experience, cutting expenses, and improving connectivity.
2. Set up a hotline
Direct any support calls to a hotline run by a staff member who is not a member of your help desk support team. Teach this person how to perform simple fixes, including password resets.
If it requires more investigation, a ticket is opened and forwarded to help desk support. This will free up your desk support to handle more serious and strategic tasks.
3. Create an image
Help desk support may spend a considerable amount of time attempting to resolve various computer problems. For any issues that take more than 10 minutes to fix, teach your staff to back up the computer and re-image it. While the computer is imaging, they may move on to the next ticket and save a lot of time.
4. Use a ticketing system
Using a ticketing system for schools can revolutionize the productivity of your help desk support crew. Purchase a top-quality ticketing system and become familiar with it so you can maximize its potential. With the help of analytics tools, you can keep tabs on team workload distribution and response times, thus boosting employee satisfaction and productivity.
Invest in a remote Help desk support solution
A remote help desk solution might be a lifesaver for schools with team members at different locations to provide Help desk support. It enables the desktop crew to observe the problem the employee is having without having to get up from their seats.
Several of these solutions can significantly simplify the work of your help desk team with the help of technological advancements.
Improve the process after and before introducing new software
The best technology cannot compensate for poorly designed user interface help desk software. Examine current procedures to determine which issues can be resolved with new software and which would be best handled with a process-oriented strategy. Spend some time modifying procedures after new software has been deployed.
Select the appropriate Help desk software
Help desk software for schools will simplify everything, regardless of the method of communication with students. By measuring and keeping track of students’ communications with various departments, a help desk can support the management of the student experience. Here are a few helpdesk features that can help you choose the Help desk software:
Satisfaction Surveys: You must conduct follow-up surveys to ascertain whether everyone is happy with the assistance they have received. When you have the necessary data, you may quantify it and use it to make your judgments.
SLAs: A key component of the help desk software for education is service level agreements. By monitoring average first-time response and average resolution times, it guarantees that everyone answers in time.
Additionally, it helps you identify where your services are lacking so you may put into practice powerful techniques to speed up your reaction time.
Self-service: Regardless of the business they are used in, comprehensive knowledge bases have always been helpful. Anytime, students can conduct a reference search. It saves the trouble of talking to support representatives and administration staff.
Automation: You can simplify your redundant tasks by using automated features like automatic query registration, query assignment, resolution alerts, chatbots, etc. Additionally, it saves time for your support staff.
Children, teachers, and parents would have various types of using IT software. Although some of them might be very skilled in computing, it is safe to assume that the majority of users have little to no IT expertise. Therefore, any new system upgrades may fade away quite rapidly unless they are easy to use.
A school must prioritize its students’ needs. They can have a long-lasting effect on the student experience, and they must enhance communication between students and the administration. A Help desk application can facilitate improved administration and communication.
A solid help desk’s operations, planning, and improvement are important components. Your service levels will excel if you strive to get better with the ticketing system for schools.