24 X 7 Help Desk Services
Reliable, centralized technology support for faculty, staff, and students004x7 and year-round
As institutions move programs and services online to
manage growth, on-campus IT support is often
stretched, leaving potential gaps in service delivery or
the need for costly infrastructure investments.
SunGard Higher Education's 24x7 Help Desk Services
provide your students, faculty, and staff with a reliable,
centralized technology help desk and proven infrastructure
that delivers professional customer service00reeing
your support staff to spend more time serving on-
campus constituents.
24x7 Help Desk Services can be engaged to meet any
level of need within your institution, including broad
support for faculty, staff, and students or specific
support for an application, such as a course management
system.
Proven Management Experience
SunGard Higher Education includes professionals with
backgrounds in higher education IT and private sector
call center management, including one of the largest
technical support call centers in the nation. Applying
the customer service methodologies and
technologies from large call center operations to
support higher education, SunGard Higher Education
creates the high-quality service your constituents
expect.
Proven Infrastructure
SunGard Higher Education provides your institution or
consortium with a proven telephony and Web infrastructure
that includes a dedicated toll-free phone number.
Students, faculty, and staff can also have the convenience
of reporting issues via the Web. Our telephony
and Web infrastructure meet both periodic and substantial
peak demands.
MSS-006 (07/06)
SunGard, the SunGard logo, Banner, Campus Pipeline, Luminis, PowerCAMPUS, Matrix, and Plus are trademarks or registered trademarks of SunGard Data Systems Inc. or its subsidiaries in the U.S. and other
countries. Third-party names and marks referenced herein are trademarks or registered trademarks of their respective owners.
漏 2006 SunGard. All rights reserved.
Service Features
004x7, year-round service coverage
00eamless support through dedicated toll-free
phone number
00bility to submit online requests via the Web
00emotely controlled assistance via the Web
00ive, professional customer support representatives
with expertise in network or internet connectivity,
ERP functionality, e-learning system support,
desktop computer troubleshooting.
00racking and reporting system customized for
higher education
00erformance and quality assurance metrics
tracking (abandonment rates, average speed to
answer, etc.)
Service Benefits
00edicated team coverage from the specialists you
need, when you need them
00eet faculty, staff and student demands for
service during off-hours with professional re-
sources
00eady access to a person, not a voice mail box路
Capability to shift resources to accommodate peak
and off-peak call volume
00ncreased reliability of campus technologies
00ight integration with the on-site support teams,
using a shared Help Desk issue-tracking database
Professional Customer Service
SunGard Higher Education provides cost-effective Help
Desk Services by leveraging our staffing resources. Our
staff are full time professionals 00ot students00erving
more than 50 colleges and universities' help desk
needs. They have the technical skills necessary to
support the most challenging hardware and software
problems, as well as the customer service skills needed
to satisfy the most demanding callers. We typically
double the support staff for peak seasons in order to
meet demand.
Streamlined Service Request Tracking
Process
To help ensure accurate issue tracking across the
institution, SunGard Higher Education employs Help
Desk Online (HDO), a proprietary tool that is tailored
for the support needs of higher education. Using HDO,
the Help Desk will record, triage, and update the status
of all service requests. Technicians resolve most inquiries
into the Help Desk on the first call.
In addition, when authorized by the caller, we utilize
tools that allow us to provide real-time remote takeover
capabilities to end-user computers. Callers
appreciate this level of service and convenience.
Service Level Monitoring
A PBX-based Automated Call Distribution System (ACD)
is used to accurately track and deliver incoming phone
calls directly to Help Desk technicians. These technicians
answer calls with a custom answer script, live on a
24x7 basis. The ACD system incorporates skills and
account-based routing to ensure that calls are answered
in a timely manner, by technicians familiar with the
account and properly trained on the subject matter.
Volume is tracked hourly, and coverage is adjusted to
match closely with demand.
SunGard Higher Education also provides service-level
guidelines to demonstrate our confidence in quality of
services. For example, on average our 24x7 Help Desk
Services resolves over 70 percent of all faculty and staff
calls and 90 percent of student and CMS requests on
the first contact.
Usage Reports and Analysis
24x7 Help Desk Services provide monthly reports that
include total calls to the Help Desk, average call length,
first contact closure rate, and call trend analysis graphs.
Additionally, the monthly report includes a trend table
identifying the most common calls received for the
month. This analysis is valuable for customers who want
to improve with training and other success-driven
program initiatives.
In addition to the monthly reports, SunGard Higher
Education provides online access to view the last 60
days of live help desk cases logged for the entire
institution. We provide clients with great visibility into
our operation to build trust and cooperation at all
levels.
The Help Desk handles in excess of 240,000 calls
annually. Answered calls can exceed 2,000 per day. The
Average Speed to Answer (ASA) those calls over the
past year is less than 30 seconds.
About SunGard Higher Education
SunGard Higher Education provides software and
support, systems implementation and integration,
strategic consulting, and technology management
services to help colleges and universities build, unify,
and manage their digital campuses. Bringing together
people, process, and technology, SunGard Higher
Education helps more than 1,600 customers worldwide
to strengthen institutional performance through
improved constituent services, increased accountability,
and better educational experiences. What can we help
you achieve? For more information visit
www.sungardhe.com.
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