Educational benefits

In recent years, education has invested massively in technology – both in and out of the classroom. Providing effective support for users of IT assets is therefore high on the agenda for the modern school, college or university. The days when logging an incident relied upon bumping into the "IT guy" in the corridor are long gone; today a much more sophisticated approach is needed!

From the developers of the award-winning classroom management tool, NetSupport School, NetSupport ServiceDesk responds to your daily support challenges by providing the processes needed to help you minimise downtime of your critical classroom and back office systems – all wrapped in an intuitive and easily accessible browser-based interface.

 

Time Saving

  • Staff/Teachers can log incidents on-line and review current status in real time.
  • Teaching staff receive a quicker resolution to incidents.
  • Staff can search for a solution before logging an incident.
  • Staff can access pre-populated incident templates.
  • Automated handling of incoming/outgoing emails.

Time Saving

Custom Solution

  • Customisable interface to fit with your school's requirements.
  • Customised Operator functionality.
  • Automated notifications based on pre-defined rules.
  • Create custom status reports.
  • User management including Active Directory integration.
Custom Solution

Improve Efficiency

  • Technicians have a prioritised fault list.
  • Link related items to avoid duplicated effort.
  • Assign incidents to a specific technician based on pre-defined rules.
  • Automatic escalation processes.
Improve Efficiency

Information Delivery

  • Full history of supporting notes attached to each incident with source identifiers.
  • Powerful reports dashboard supported by a range of pre-defined or custom management reports - tabular and graph format.
  • When used in conjunction with NetSupport DNA, school technicians can retrieve a real-time hardware/software inventory from a target PC to aid in problem resolution.
Information Delivery

Warrington Collegiate"We trialled a number of commercial solutions but the majority were very ‘big and clunky’. NetSupport ServiceDesk has proved to be an incredibly easy solution to use and this has made a big difference to both the service we provide to end users and the way we manage and track reported issues. There are a number of key advantages of NetSupport ServiceDesk over other solutions we looked at − in addition to the ease of integration with the rest of our NetSupport portfolio."
Nick Smeltzer, Director of IT Services, Warrington Collegiate

 

Powerful ICT Service Management Solution for Education

Developed with our IT service support expertise, NetSupport ServiceDesk enables academic institutions to deliver fast, effective and measurable support for both teaching and ICT support staff.

Incidents can be raised via e-mail or logged directly into NetSupport ServiceDesk, providing a clear and simple method for registering, centrally managing and reporting on the progress of all support requests.

NetSupport ServiceDesk enables the delivery of a fully managed support function across your educational establishment while providing the ICT support staff with the required tools to enable them to do their job effectively.

Conforms to ITIL® and FITS best practices for Service Support, individual features can be enabled as needed, allowing a structured approach to implementing these frameworks to meet the specific requirements of your educational establishment.

FITS clearly defines the management processes required to record, track and manage technical issues, ensuring that all ICT technician roles, responsibilities and tasks are clearly defined. NetSupport ServiceDesk delivers all of the key elements of FITS service support for the help desk listed below:

  • Incident Management.
  • Problem Management.
  • Service Level Management.
  • Inventory and Contact Management.
  • Knowledge Management.
  • Logging and tracking via e-mail.

 

Tower Hamlets"After meeting numerous help desk suppliers I was impressed with NetSupport’s solution as this met our needs, allowing all schools and field engineers access to the helpdesk via a web browser. In my opinion NetSupport ServiceDesk is very good value for money offering features other products charge a premium for. On top of this, support provided for the product is 1st class."
Tower Hamlets

 

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