August 2002 — Applications

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Christian County Touts Student-Run IT Help Desk

"These days, most calls get a response within 15 minutes, which is a significant improvement to customer service," says Beth Henderson, technology help desk manager/teacher who oversees the program. The HEAT software also offers such features as reporting, which enable the district to track the status of calls and create weekly status reports. As a result, the district can identify systemic problems, see training needs among district staff and gather data for establishing maintenance budgets.

In addition, the student-run program has significantly cut help desk operating costs. Without the students, the district would have had to employ two or three IT support professionals to do the same amount of work. Henderson estimates that the student program saves the district about $100,000 annually. In the future, Henderson and her students hope to take their skills a step further by becoming certified HEAT users.

Contact Information

FrontRange Solutions Inc.
(800) 776-7889
Colorado Springs, CO
www.frontrange.com