K-12 school districts across the nation are experiencing significant increases in 1:1 initiatives and take-home programs. Having the systems and processes built to allow your team to support those devices remotely will help set you up for success.
If your school district is evaluating help desk software options, there are some essential factors to consider when purchasing a help desk.
Managing the use, availability, and health of your school district’s assets is a growing responsibility. Once you’ve selected and implemented your new solution, you’ll experience valuable benefits such as:
Streamlined workflows that save time, money, and resources
Empowered end users for faster resolution
Prepared and success-ready technicians
Now that your school district decided to purchase a help desk system, your team’s next challenge is launching the new program.
By selecting a powerful, integrated inventory management and ticketing platform, you have already set your team up for success, But transforming an organization isn’t just about having the perfect software solution.
Your school district needs the right people and processes in place for your system to deliver maximum value and ROI.
Implement Help Desk Software for Schools in 5 Steps
1. Develop an implementation plan
When preparing to implement any new software solution, the first step is to make a plan and strategize how to switch help desks. Here are some key components that we have seen successful schools consider at the onset:
a. Gain buy-in from core stakeholders
Assemble a project team that participates from the beginning stages in the buying process. This team should incorporate department personnel who will serve as primary users and individuals responsible for gaining buy-in and communicating throughout implementation and beyond.
b. Communicate vision along the way
Whenever your team experiences an update to an existing system or adopts a new solution, it is important to communicate a clear vision and project goals.
“My one rule of thumb is to over-communicate,” says Roda Malco, Instructional Materials Supervisor at Detroit Public Schools. “Create space with different campuses to communicate information and have frequent training sessions.”
This clarity will help staff understand the reason for the change and commit to the project’s success.
c. Determine how you will set up your new program
This step is the opportunity to ask your team meaningful questions to make important decisions about how your help desk will be set up. Here are some things we recommend that you consider for a seamless transition:
- Will your knowledge base be moving?
- Are there any integrations, such as Single Sign-On or Inventory Management that need to be replicated or established?
- How should we plan data migration? Should we set up this system like our previous system (if there was one) or start from scratch and archive old data for future reference?
d. Create workflows in the new tool
Establish automation and custom routing to fit your district’s exact needs. With features like routing rules and defined workflows, automations, and integrations, as well as customized problem types, sub-problem types, and ticket fields, you can tailor your new tool to meet the unique needs of your school district.
2. Support your staff with available resources
a. Provide comprehensive staff training
Hayes Software Systems conducts user training that outlines how to maximize your software solution’s impact and efficiency for your staff. Ensure your staff takes advantage of training opportunities for your help desk solution. From webcast training, onsite training, and train-the-trainer models, you can give your team the understanding they need to maximize the use of your new software tool.
b. Develop processes & procedures that maximize your software investment
Get the most out of your software investment, accelerate the time to value, mitigate risk, and achieve better ROI by implementing processes and procedures that set your school district up for success. Learn more about important steps to take when creating processes by checking out our resource, K-12 School Districts’ Complete Guide to Maximizing Your Asset Management Software Investment.
c. Communicate with end-users every step of the way
In addition to training your technicians and administrators to maximize the use of your ticketing solution, it is crucial to communicate goals to end-users. Redirecting end-users to submit tickets and adopt new routines can be a challenge. Change requires buy-in from the top-down, and it’s imperative to successfully communicate the new strategy to ensure a smooth user and project adoption. The “surveys for customer feedback” is another beneficial feature to help track user behavior and satisfaction.
3. Define key goals and metrics
Technology continues to revolutionize virtual classrooms, which introduces a growing number of new challenges for K-12 administrators. Your district’s technicians are on the front lines, using tools that change the way K-12 education impacts students’ and educators’ lives.
Leverage your system’s analytics tools to show where your technology department shines and identify where they might need support. Reporting tools, analytics, and insights are crucial for maintaining oversight and making confident, data-driven decisions that save time, money, and resources, while eliminating duplicate data entry, and reducing the need for disparate systems.
4. Establish clear SLAs
An SLA, or a Service Level Agreement, is a defined agreement between the service team and the end-user to outline expectations. When it comes to your K-12 help desk, this means that your district administrator can create and assign priorities that outline how quickly each ticket should be addressed and resolved.
By designating a specific time for each priority level, your technicians can spend less time interpreting incoming tickets and instead have a realistic expectation of how time-intensive each ticket’s resolution will be. These features increase efficiency, present your staff and students with a better experience, and, ultimately, give the district back time and resources.
5. Integrate to maximize functionality and visibility
When selecting a help desk system that integrates with your asset management platform, users can easily submit tickets with pre-populated device information, allowing technicians to resolve tickets even faster.
If a student is experiencing an issue with their Chromebook, they can submit a ticket to the IT department for assistance. With an integrated help desk system and asset management platform, the ticket immediately includes serial number, location, and outstanding fees.
GetHelp is Designed to Meet the Needs of Growing K-12 School Districts
GetHelp makes it easy to manage the influx of work orders to spend less time managing tickets and more time resolving them.
Teachers, staff, and students can submit help desk tickets through an online portal with built-in shortcuts for any assets already assigned to them in TIPWeb-IT. By integrating your platform with other systems, such as your SIS, you can simplify workflows with even further automation. By integrating GetHelp with TIPWeb-IT, providing customizable workflows, and maximizing visibility of your school district’s asset health, your district can save time, money, and resources.
Remember that we’re here to support you while you support your school district and ultimately empower educators.
Contact us to learn how GetHelp can empower your school district.
Work with Our Team of Expert Consultants
We know that every school district manages its instructional resources differently, from each deployment of technology devices to instructional material accountability procedures.
Our consulting team members have extensive experience in navigating school district policy to provide insightful solutions to challenging circumstances. Hayes Software Systems is here to develop adoption initiatives, oversight structures, and communication capabilities you need to get the most out of your software investment, helping you accelerate the time to value, mitigate risk, and achieve better ROI.