NetSupport TCO Helpdesk, a web-based software tool from NetSupport Inc., allows school district technology personnel to log and manage help requests using customizable forms. The software also allows IT staff members to conduct a complete hardware and software inventory of a user’s computer and allocate an appropriately skilled person to solve the problem.
Using a visually intuitive interface, teachers and other school employees in need of help can go online to submit a help request and view its status. NetSupport TCO Helpdesk provides an ongoing history of each user that asks for help. An electronic bulletin board displays in real time the number of requests currently being processed by the help desk professionals and how long users can expect to wait for resolution.
The software produces detailed reports that list the total number of requests for support, status of the calls, and average resolution time. These reports can help you identify the kinds of problems that prevail in your district and how much time they take to resolve, so you can budget your resources accordingly.