Campus technology and systems require both continuous support and real-time service at all hours of the day. Individual institutions expanding support beyond standard hours can be costly. The IHETS Off-hours Help Desk Service is available to help member institutions provide quality, real-time Level 1 technology support for their respective campuses after normal business hours, at a substantially lower cost than they would incur by pursuing the service individually. We understand each institution has different help desk support priorities and needs. We can help you assess those needs and build the help desk solution that helps you accomplish your goals through professional, cost-effective customer service.
Standard: Customized Features
The IHETS Off-Hours Help Desk Service ranges from a standard service offering to highly customized 24/7 support. We will work with you to build the solution that best meets your institution's unique needs.
The standard service features include:
- After hours support available Monday through Friday, 5 p.m. - 2 a.m. ET., or Sunday through Thursday, 5 p.m., - 2 a.m. ET.
- Structured routing from you institution to IHETS' Off-hours Help Desk into your institution-specific queue.
- Quality Customer service to ensure a seamless experience for your end user.
- Level 1 support: entry into your trouble ticket system, basic desktop support, password resets, and course management inquiries.
- Basic Troubleshooting until resolved by IHETS Help Desk staff or handed off to your institution's Level 2 support.
Tracking
IHETS collects statistical data and creates queue reports for your institution, including:
- Number of calls received and resolved
- Number of abandoned calls
- Help Desk agents' average and total talk time
- Other customizable reports
To learn more about how IHETS Off-hours Help Desk Support may help you achieve your mission, or for pricing information, please contact info@ihets.org.