Tech Support: Make your life easier

"For most people, working with technical support is somewhere near dental work on a list of fun things to do."  -Lifewire

What does one want in a dentist or support system? A few qualities that make for a good customer support experience include; educating the individual, a welcoming atmosphere, honesty, and good communication skills. Not all companies strive for good customer service, so how can you make the most out of your experience?

5 Simple Tips to make your life easier when working with support systems:

1. Check their status page and help articles 
2. Be specific on your need or request 
3. As best as you can, tell the whole story with lots of details 
4. Share what you have already attempted 
5. Get a case or ticket number
   

How can you get the most out of NS Tech Support?

#1. Check status pages and help articles found on the NS HelpDesk

• Look for live district updates under "STAFF CURRENT TECHNICAL UPDATES"
• Search "KB Articles": Created by Noblesville staff for Noblesville staff

 

• View vendor status pages under "Live Dashboard"
  

                  

                       

• Check Technology Support for Students and Families Page
• View NS YouTube Channel for tutorials created by NS Staff

#2. Be specific on your need or request

• Select and complete the appropriate fields when creating a HelpDesk ticket. Tickets route to specific techs depending on these fields.

 

 

#3. As best as you can, tell the whole story with lots of details

• Login to the HelpDesk, with school credentials, to reopen a ticket if the issue is reoccurring

#4. Share what you have already attempted

• When creating a ticket, be sure to mention all that you have tried to resolve the issue.

#5. Get a case or ticket number

• Stopping a tech in the hall or sending an email may seem easier, when in fact, creating a ticket, you give yourself so much more...
• Time Stamp
• At least nine techs attention (especially good for when your tech may be absent or not in the building)
• Data
• Point of reference, especially if the issue reoccurs
• Assurance that the issue will be sent to the correct tech and resolved ASAP
• An email confirmation
• A chance to be the lucky Golden Ticket Winner!

 

How can students get the most out of NS Tech Support?

All students have a tech support web clip on their iPad. The link will direct them to the following page for vendor's status page, district updates, troubleshooting tips, and how to get help.

• Elementary 
• NEMS & NWMS 
• NHS

 

 

A Technology Support Page for Students and Families is also available on our district website under "TECH HELP".

 

 

Have questions or ideas on improving NS Tech Support?

Blog post submitted by Jenny Sebbas, HelpDesk Manager