School Help Desk Software

Help desk software allows users to submit help requests when a support issue arises. Help desk software assists support in tracking and resolving help requests. Help desk software allows organizations to decrease average ticket resolution time, and provide quickly and efficient support.

Schools can use help desk software to distribute their district’s support workload, and collaborate across teams to provide timely support to users.

Help desk software includes features that allow users to create and manage help tickets, communicate with agents and requestors, integrate existing student and asset data, and track performance through analytics and reporting.

Essentially, help desk software is the primary point of contact for an organization’s IT support needs.

To use help desk software, users must first upload relevant student and asset data. This tells your help desk software what assets your district has, and who your user base is. Incident IQ has powerful, API-driven SIS and MDM integrations to incorporate this information into your help desk software. It’s also important to tailor help submission categories to your district, eliminating unnecessary options for users to sift through.

With asset and student information data, users can organize tickets, document work done on a ticket, schedule support sessions with requestors, create dynamic filters, and access detailed analytics.

Above all else, help desk software serves as a one-stop shop for the technical problems your organization might face — from a malfunctioning projector to a broken laptop.

A help desk focuses on resolving technical issues for users. For example, if a user has a broken laptop, they would go to the help desk for a fix.

A service desk, on the other hand, is focused more broadly on the user experience, which includes requests for additional information or new services. If a user was looking to get a new wifi hotspot assigned to them, they might contact a service desk for that request.

Largely, these differences are cosmetic. Both help desks and service desks allow support staff to accept, organize, and fulfill support requests from users.

One-size fits all solutions are a forced fit for K-12 school districts.

The K-12 technology challenge is unique. Enterprise help desks try to be everything for everyone — requiring enormous amounts of setup and customization to achieve desired results. The lack of focus on K-12 means that integrated district data like SIS, SSO, and asset data don’t make it into your workflow. These products are often priced for Fortune 500 companies, not K-12 districts.

Other K-12 solutions aren’t built for today’s classrooms.

Other K-12 help desks were built in the days of stationary computer labs and bulky textbooks. Today’s 1:1 and blended learning initiatives present districts with a much more challenging task — supporting large deployments of devices that are constantly on the move. Legacy help desks simply aren’t built to support modern-day classrooms.