Cabinet Corner: Technology Services Service Desk

Cabinet CornerComputer frozen? Phone not connecting? Is an Oakland Schools application not working? Getting the color spinning wheel of death?

Here at Oakland Schools, there’s one place to call where any of your computer needs can be resolved: the Oakland Schools Service Desk.

Robin Evenson, Service Desk supervisor, said the department, whose headquarters are located on the first floor of the Main Campus building, tackles about 150-200 issues a day.

“Our main goal is to get our customers back into production as soon as possible,” she said, adding the department has a ticket close rate of approximately 80 percent.

The Service Desk has 13 employees at the Main Campus, then four more that cover the four Oakland Schools Technical Campuses. The Service Desk is responsible for providing technology support to all 28 districts in Oakland Schools. It also provides full service to the Main, Summit and White Oaks campuses. Requests for assistance commonly include handling items such as application support, hardware and software maintenance and network issues.

Additionally, 10 Oakland County districts also utilize Oakland Schools Technology Services as their main technology service provider. West Bloomfield, Pontiac, Lake Orion and Novi are a few; Technology Services has more field teams out in those districts.

The requests come in through a variety of ways: email, calls and the Service Desk portal. The portal is the way Evenson and Paul Spoor, executive director of Technical Services, recommend customers submit their issues as it helps Service Desk employees respond quicker and keep track of the request.

“When people use it, we can service people better,” said Evenson.

Evenson agrees that when an employee is calling for help, it is usually something that needs to be dealt with immediately, making for a fast-paced environment. However, the happiness at the other end when a customer’s issue has been resolved makes it all worth it, said Evenson.

“I love those happy words,” she said.

Beginning in early 2018 the IT Service Desk will be offering Google training to customers. Stay tuned for more information.

To contact the Service Desk, visit the portal at https://servicedesk.oakland.k12.mi.us/servicedesk/customer/portal/1 or call 248.209.2060.

Sarah Davis is the communications specialist with Oakland Schools Communications Services Department. You can reach her at sarah.davis@oakland.k12.mi.us.

 

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