Over eight years ago I had the opportunity to begin conducting mock interviews at the…
As technology budgets are stretched or even reduced, finding ways to maintain support of increasing technology end-points in school districts, to say the least, can be a challenge.
At Questeq, all of our clients have the ability to call our Level One Help Desk to report their technology issues. Due to this Level One service, we saw an opportunity to partner with school districts to help them identify common, recurring support issues within their own environment. With this information, our Help Desk Call Center is better equipped to resolve these issues over the phone, providing an additional layer of Level Two support.
We are currently partnering with Moon Area School District to provide this customized, Level Two support. One of our Help Desk Engineer’s is currently working with the Moon technology team to identify their recurring support issues. On-site visits, in addition to new remote desktop technologies, has enabled us to increase our resolution over the phone by 300% since the start of the school year. Our Help Desk has also been able to resolve over 40% of all reported issues for another Level Two Help Desk client. Saving the internal IT department time allows them the freedom to focus on standard maintenance and larger IT projects.
We are looking to expand our Level Two support to our existing customer sites. If you are interested in more information about our Level Two Help Desk, please contact me, Rick Letterman.
Rick Letterman, Director Support Services