ITDirect™
Online Technology Help Desk Management SystemITDirect is a powerful, on-demand help desk management tool that streamlines the entire technology workflow process from incident request to resolution.
Value of Investment Calculator
SchoolDude would be happy to create a complete, customized IT Value of Investment report for your institution. Please contact us today to get your FREE customized analysis.
Benefits of Use
- Improves productivity and efficiency by reducing data entry and phone calls for incidents
- Improves customer service by automating communication and feedback with requesters
- Reduces incident requests 10-20% through request troubleshooting and self-help knowledge base
- Increases productivity 10-12% (average $8-10 per student efficiency gain)
Product Features
- Manages incidents for computers, audio visual and telecomm equipment
- Enables requesters to submit incidents and check status online
- Features enhanced routing with programmable logic for managing and automating incident approval and assignment
- Helps requesters identify problems at point of request through troubleshooting questionnaires
- Features work queues to group requests by problem type and automatically route and assigning incidents
- Enables technicians to receive and complete incidents via a wireless/mobile device through integration with ITWireless (sold separately)
Why Select SchoolDude?
- Built for the unique needs of educational clients
- On-demand (Fast startup, easy, access from anywhere, affordable
- Complete suite of integrated applications that specifically support educational operations
- Market leadership (More than 3,200 clients and 8 out of 10 decision-makers have picked SchoolDude the last 6 years in a row.)
- >> Home Page
- The home page provides quick access to all schedules and reports. Tabs at the top of the page, along with a quick search and advanced search, allow you to easily navigate the system.
- >> Incident Request
- Requesters use one simple web page to instantly submit requests online. At the point of request, you can use customized questionnaires to help requesters troubleshoot issues prior to request submittal.
- >> Requester History
- Requesters can easily view and check status of their incident requests.
- >> Knowledge Base
- The public knowledge base is available for all users based on roles you determine. This provides a self-help option for requesters, helping reduce incident requests and saving technicians time on recurringproblems.
- >> Work Queues
- Work queues allow you to group requests by problem type and assign them to a group of users. This enables all members of the queue to view the team’s incidents and assign incidents for themselves.
- >> Home Page - Technicians
- Technicians can easily receive, view and process incidents online, as well as view queries. They can also assign incidents to themselves from a work queue.
- >> Email Notifications
- ITDirect allows you to send email notifications to all user roles. Requesters can receive email updates for incident assignment and completion. Technicians can receive email notification of new incidents.
- >> Project Templates
- Project templates enable quick creation of incidents for recurring tasks, such as setting up a new employee. Each task is created as an incident and can be assigned manually or through automated routing.
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- Overall Client Satisfaction of 97%
- Unlimited support available through the following channels:
- All phone calls answered by a live person
- Over 95% of emails answered within 1 hour
- One-click instant messaging to support staff
- Easy to follow, role specific manuals
- Peer support through SchoolDude Community
- 24x7 hosting, application and data management in a secure data center.
Contact Client Care:
- Hours of Operation: 8am - 6pm Eastern Standard Time
- Toll-Free by Phone: (877) 883-8337
- By Email: Support@SchoolDude.com
- Got a suggestion? Let us hear it! Email to Support@SchoolDude.com
"Support has been second to none. Training has been very easy, even for those with no computer or typing skills. Thank you SchoolDude!" Skip Gagne - Claremont School District, NH
"We love SchoolDude. Their customer service is phenomenal." Kate Firebaugh - Savannah College of Art and Design, GA
"These days, service is a rarity. SchoolDude is great at it." Jerry Blizzard - Crosby ISD, TX
- Quickstart package includes unlimited, personalized training
- Expert implementation guidance
- Participants rank training experience greater than 9 out of 10
Our training and startup sessions last approximately 2-3 hours. This is an online session that utilizes a web conferencing service to allow our client services technician and you to login to your system and begin the process of setting up your system for your use. This will include training on setup and operation.
Additional services:
- Onsite training (available for daily fees plus travel expenses)
- Data import (call for a custom quote)
- Group training (call for a custom quote)
"Your customer service is impeccable. Prompt, efficient, courteous and concise. You're one of the few places I can call these days and know that I'm being listened to and that my needs are important to you." Rory Marty - South Kingstown School District, RI
"When questions arise, your support staff has been impressive with the response time and quality of information." Skip Bandini - Waltham Public Schools, MA
