- #LIGHTSPEED EVO TECHNICAL SUPPORT NUMBER SOFTWARE#
- #LIGHTSPEED EVO TECHNICAL SUPPORT NUMBER PROFESSIONAL#
- #LIGHTSPEED EVO TECHNICAL SUPPORT NUMBER DOWNLOAD#
#LIGHTSPEED EVO TECHNICAL SUPPORT NUMBER SOFTWARE#
Galvin says questions such as, “What kind of software is our staff downloading?” and “Are they using their work computer or personal devices to access student information?” can easily keep IT leaders up at night. “People thought they had a nice perimeter around their IT environment, but that’s shot.
#LIGHTSPEED EVO TECHNICAL SUPPORT NUMBER DOWNLOAD#
“People can go to knowledge bases, download their own software - but only the software they’re supposed to have - off of the portal,” Galvin says.īeing able to monitor school-owned devices and software remotely is also crucial to ensuring cybersecurity during e-learning. But also, right now, you have to save your IT staff resources for the heavy stuff, not the repetitive stuff that can be looked up,” he says.Īdopting a service desk application, especially one that is fully integrated with inventory and software asset management systems, is particularly helpful because it lets IT staff automate many tasks, he says. Ken Galvin, senior product manager at Quest Software, expressed a similar sentiment, saying that IT leaders should encourage as much self-service as possible. We’re not doing busy work - we’re doing higher-value work for our staff.”
#LIGHTSPEED EVO TECHNICAL SUPPORT NUMBER PROFESSIONAL#
“So now, my help desk people are running professional development sessions on Microsoft Teams or Google Meet, or on setting up our learning management system. It’s all online, it’s easily accessible, people are able to find these answers themselves,” Schutte says. “What that means is, I don’t have an army of help desk people answering the same questions over and over again. Having a self-service portal also empowered IT staff to focus on bigger remote learning issues - like training teachers - rather than dealing with administrative tasks such as resetting passwords. “So, we wanted to draw out those things we felt would be most necessary for them to start their journey on to online learning.” “When people are under stress, they aren’t necessarily following the same process and protocols they normally would,” says Andrea Urquhart, HR director at CCSD. And with the plethora of information coming in about the pandemic, it also helped them keep staff informed about government and health services.
Schutte says having that portal in place was what enabled his team and other departments to quickly move to a remote work environment in a more seamless, organized way. It features a knowledge base of articles that users can easily find using a search bar. It became a one-stop shop for teachers and other school staff who were requesting information not only related to IT, but to human resources and facilities services as well. So, they soon created a self-service portal powered by ServiceNow called “ASK,” which stands for action, service and knowledge. But they also saw the benefit of having a single place where faculty and staff could get their tech questions answered. “That way, we can really focus all of our resources on the classrooms and teachers,” he says.ĬCSD started using ServiceNow, a cloud-based IT management platform, as a ticketing tool two years ago to stay on top of help desk requests and streamline workflow. Key Considerations for IT Staff Pivoting to Remote Supportīefore they shifted to remote learning, Schutte says his team already prioritized efficiency. LEARN MORE: Discover what questions administrators are asking about remote learning. “So, our end goal was, how do we support that immediate solution?” “They need help in the next four minutes, not in the next four days,” Schutte says. Urgency was also crucial to delivering assistance. Some district IT teams even had to handle questions unrelated to technology, about food distribution and other student services. In Santa Fe (N.M.) Public Schools, for instance, the district’s help desk processed more than 1,400 calls in mid-March when online instruction began - around 10 times more than the number of calls they had two months earlier, Education Week reports. Calls and emails about technical issues came in left and right, and help desk requests seemed to be never-ending.
As many schools worldwide shifted to an online environment for remote learning, IT teams were put to the test. But there was also the challenge of how IT staff could efficiently and effectively guide users through those technologies.ĬCSD wasn’t alone in that.
0 kommentar(er)
