What is the role of a help desk for education?
When thinking of a help desk, the immediate association often leans towards IT teams or businesses dealing with customer inquiries. However, the utility of a help desk goes beyond these realms, proving valuable for any organization handling requests or inquiries. A help desk for education can help streamline requests no matter where the requests come from.
In educational institutions, a help desk serves dual purposes:
Internal help desk for education:
An internal help desk manages requests within the institution. This role is primarily operated by IT departments in schools. These teams provide crucial services to teachers and staff, encompassing issue resolution, resource setup, asset management, and overall keep technical things running smoothly.
External help desk for education:
Conversely, the external help desk handles a multitude of questions from students, parents, and prospective students. This includes inquiries related to admissions, tuition, and various concerns. In both cases, help desk users grapple with substantial question volumes alongside operational and administrative tasks.
What can a help desk do for an educational institution?
Implementing a dedicated help desk system for education goes beyond merely addressing queries. It empowers educational teams to:
Keep Track of Every In-Progress Ticket:
A robust help desk system ensures that educational institutions can easily monitor each in-progress ticket, preventing concerns from slipping through the cracks. Real-time visibility is instrumental in promptly addressing issues and maintaining a responsive support system. Features such as ticket assignment and custom dashboards facilitate complete visibility of tickets.
Organize Work Efficiently:
A helpdesk system streamlines workflows, allowing educational teams to organize tasks seamlessly. From routine operational duties to large projects, the ability to manage work efficiently enhances productivity across the board.
Provide Context and Transparency:
Understanding the context of each query is pivotal. A helpdesk, equipped with a comprehensive history of issues and clear accountability for assignments, promotes transparency.
Save Time and Collaborate Effectively:
Time is a precious resource in education. A well-implemented helpdesk system automates repetitive tasks, freeing up time for educational teams to focus on what truly matters – fostering a collaborative and enriching learning environment.
What to look for in a help desk for education?
When selecting a help desk solution for educational institutions, it’s imperative to consider features aligning with the unique needs of the educational landscape. Look for a helpdesk that offers:
Customization and Flexibility:
Each educational institution is unique, and a one-size-fits-all solution falls short. A customizable and flexible helpdesk, such as OneDesk, adapts to the specific requirements of your institution, ensuring a tailored and effective user experience. OneDesk for example, allows you to add custom fields to your tickets. These fields allow you to categorize and capture the exact information you need.
Integrated Project Management:
Education involves not only addressing immediate concerns but also managing long-term projects. A helpdesk with integrated project management features, like OneDesk, provides a holistic solution for educational institutions looking to streamline both day-to-day tasks and overarching projects.
Self-Service Capabilities:
Digital empowerment is the way forward. A helpdesk with self-service capabilities, like OneDesk, enables end-users to find answers independently, reducing the burden on support teams and promoting a culture of self-reliance. OneDesk provides a searchable knowledge base application where your team can publish FAQs, how-tos, and other articles, leading to reduced ticket volume.
Automation for Efficiency:
Automation is the key to efficiency. A help desk equipped with automation tools, such as OneDesk, ensures that routine tasks are handled seamlessly, allowing educational institutions to allocate resources more efficiently and stay ahead of challenges. OneDesk’s flexible automations allow you to configure your workflow or cut down on repetition. You can automatically assign incoming tickets, update end-users, update progress, and more.
A helpdesk, especially one like OneDesk that combines customization, integrated project management, self-service, and automation can elevate your services. OneDesk is used by colleges, universities, school boards, and k-12 schools. See how OneDesk can fit your educational institution, no strings attached, by trying OneDesk free for 14 days.