Wayne RESA is a regional educational service agency that provides services and support to Wayne County’s 34 school districts aimed at improving student achievement and maximizing economies of scale in staff development, purchasing, and administrative services. Services range from curriculum consulting and staff development, helping districts maximize technology use in the classroom, software applications for district student and administrative services, group purchasing and more.
Wayne RESA also provides state-mandated functions including pupil accounting and special education monitoring and compliance. RESA is the largest regional educational service agency in Michigan and among the largest in the nation.
The IT department was using a help desk software tracking system to log requests for repair and maintenance issues. However, the previous system was not effective because the software had to be loaded on every workstation throughout the entire support department. When the technicians were out on a service call, they could not view new or urgent tickets coming in. Support calls were falling through the cracks, tickets were getting lost and service times were delayed.
An additional burden to the IT department was the requests that came into the office for instructions on how to perform common tasks. Each request was managed in person by telephone and email. The staff had to take the time to personally respond, and the requester had to wait to get the information.
After a speedy set-up, the Novo help desk was a simple transition for the technicians. As a result tickets could be viewed remotely when the techs were in the field. RESA administrators set up the business rules feature to track ticket times – now if a ticket is not responded to within a defined time period the administrator is alerted so that the ticket is addressed in a timely manner.
RESA also put in place a knowledge base system to provide quick and easy access to information addressing common issues. Articles include procedures and best practices for resolving common problems, instructions for the help desk, etc. What’s more, utilizing the “permissions” feature, RESA is configuring portal views so that the knowledge base content is dispensed based on the end users predefined roles.