Jamestown Community College (JCC) is located in south-western New York State with campuses in Jamestown, NY and Olean, NY, as well as extension centers in Dunkirk, NY and Warren, PA. They have approximately 3,000 students and nearly 300 members of faculty. JCC has been a client of Help Desk Technology Corporation since 2000.
They currently use ServicePRO for Help Desk Ticketing, handling approximately 1000 requests per month between 6 technicians. “ServicePRO helped us deliver efficient and cost effective tech support to our end users, which allows us to manage our Tech Support team more effectively and thus reducing costs in time and effort by these technicians.” – Dave Gibson, Help Desk Technician, JCC
Education
Prior to implementing ServicePRO (the precursor to ServicePRO), JCC suffered from a lack of documentation on their help desk processes.
JCC addressed it's challenges by collaborating with ServicePRO to implement the workflow management solution.
JCC has enjoyed the efficient and cost-effective support that ServicePRO enables them to provide to their end users.
Prior to implementing HelpSTAR (the precursor to ServicePRO), JCC suffered from a lack of documentation on their help desk processes. As they did not have a ticketing system, there was no way to track who was working on a particular request, leading to constant duplication of effort as numerous technicians would end up responding to a single issue. This void of process and collaboration made it difficult to record the work of technicians in an effective and accessible manner, and also presented difficulty when attempting to track the performance of individual technicians or identify support trends to improve their processes. JCC recognized this was holding them back, and sought out a Help Desk Ticketing solution to meet their needs. They needed a way to track work on requests by technicians, and also a means for data analysis of their help desk to improve processes and identify recurring problems.
JCC addressed these challenges by collaborating with ServicePRO to implement the workflow management solution. “You guys make me look good.” – Dave Gibson, Help Desk Technician, JCC A primary concern was to ensure that all requests are recorded and trackable by the end user immediately upon submission to prevent requests from falling through the cracks. Requests are now logged directly in ServicePRO by the user through email, voicemail, and the Self Service Portal available on desktop and mobile platforms. Users also have the option call in and speak to a live operator who will submit the request on their behalf. Once the request is logged, JCC used the automation capabilities of Business Rules to dispatch requests to the pertinent technician and also notify them via email. This allows technicians to be informed of their assigned work immediately, even when they are away from the application. The technician is then able to record the details of the work performed in the request, as well as communicate via email with the end user from the request, ensuring all correspondence is recorded in a central location. After the request has been submitted, the user may track the progress of their request through email notifications or the Self Service Portal, giving them assurance their issue is being attended to and also useful information such as status updates and, once closed, resolution steps.
JCC has enjoyed the efficient and cost-effective support that ServicePRO enables them to provide to their end users. “I am excited about using ServicePRO every day because not only is it great software, but it has great support on the back end.” – Dave Gibson, Help Desk Technician, JCC Students, Faculty and staff can enter their requests at any time or location through the Self Service Portal. Currently over 40% of all service requests are submitted through the Self Service Portal which frees up the Help Desk Technician to receive and respond to additional calls directly. Technicians also use the Self Service Portal extensively as it allows them to update, close and be informed of new requests as they make their rounds on the campus. Data Analysis in ServicePRO is used extensively to track the efficiency, performance and workload of their technicians, both individually and overall. This information is helpful in tracking SLA performance and also provides real world, accurate statistics to be used in allocating their IT budget. By analyzing the request metadata provided by ServicePRO, they are able to find recurring issues through properties such as category, request type and the requester’s organizational unit to identify and resolve the root problem. “[ServicePRO] provides software with all the options needed to support our JCC Help Desk, and when you do have an issue, rare and far in-between, ServicePRO is there quickly and resolves the issue fast so that we can continue to provide to our customers the technical support they require.” – Dave Gibson, Help Desk Technician, JCC Beyond the features and capabilities of ServicePRO, JCC relies on the support of ServicePRO Technical Services and Professional Services Consultants to provide prompt and reliable support, both in adapting ServicePRO to their needs and ensuring the continued performance and functionality of the application. They have been provided assistance with product upgrades, server migrations, SQL performance tuning, implementation of the recent upgrade to the Self Service Portal and creation of custom reports and queries. Going forward, JCC would like to expand their use of ServicePRO to utilize the Purchasing and Asset Management functionality.
