Implementing a new Helpdesk
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The document outlines the current technology infrastructure and support needs for a school district, detailing various devices and their distribution. It emphasizes the need for an enterprise-based solution for managing helpdesk requests, prioritizing safety and effective communication. The planned go-live date for the new system is December 9, with scheduled meetings for training and adjustments based on stakeholder feedback.
Implementing a new Helpdesk
- 3. Mobile Devices Online Assessment Windows 7 Moodle Infinite Campus Data Warehouse Google Apps School Messenger QSP rSchool Security System Backup System
- 4. Computer SMART Staff Mobile Labs Boards or Machines Devices • BES ‐ 3 Multimedia • 120 Laptops • BES – iPad • BMS ‐ 5 Systems • 25 Office, Cart • BHS ‐ 8 • 90% SB Cafeteria, • BMS – iPod Para Cart • 100% Multimedia • BHS – Classroom Blend
- 5. Infrastructure Access points Servers Core Hardware
- 6. 200 1800 Staff Students
- 7. Current Tech Request Methods
- 9. We Need
- 10. We need an enterprise- based solution
- 12. Ticket Based Progress Communicated & Tracked Knowledge Base Ticket History Performance Reporting
- 13. Middle High CE/Bus Elementary School School Garage Jenny Deb Mary Jenny/Deb Weiler Cordes Fremarek Jen Hegna Jen Hegna Jenny/Deb Jen Hegna Engineer Engineer Jen Hegna Engineer Engineer Floating Days Jenny = Tuesdays Deb = Thursdays
- 14. Reports Weekly/Monthly • Tickets by location • Tickets by request type • # of tickets completed by technician • # of tickets open by technician • Average open time • Closed Monthly Tickets Reports are auto scheduled – send Weekly/Monthly
- 15. Helpdesk Priority 1. Safety of staff & students 2. Quantity of staff & students affected 3. Order HelpDesk requests are created
- 18. IMPORTANT Summary – this will be in follow up emails Details are critical as it will help us determine the solution IMPORTANT
- 19. Emergency
- 21. Go Live Date – December 9
- 22. • Improve Byron • Meet with Sr. Leaders Technology support • Meet with Techs • Present to staff • Train Techs and End‐users • Go Live Dec 9 Plan Do Act Study • Develop goals based on • Review Reports reports and feedback • Weekly Meetings with from stakeholders Tech support • Adjust process, tweak • Bi Weekly Meetings with helpdesk Administrators