Schools and universities today must go above and beyond to provide positive experiences for students and faculty members. This is critical for attracting top talent, and staying relevant in the ultra-competitive higher education market. Student and faculty experience is now a major driver in education, much like customer experience in the business arena.
If there’s one area that needs improvement across the board, though, it’s help desk support. Many schools today are struggling with help desks that are highly unreliable and ineffective because they are relying on outdated systems and processes— an issue that commonly leads to complaints and negative reviews.
Compulink Technologies equipped the higher education college at USNY with the Freshservice ITSM service from their partner Freshworks. Freshworks’ Freshservice is an easy-to-use, and simple-to-configure IT service desk that sits in the cloud. With Freshservice IT can automate repetitive tasks, freeing support teams to focus on higher level issues that require a human touch. This in turn lowers response times and boosts productivity.
In addition, Freshservice maintains detailed records of contracts, hardware, software, and other assets for IT, providing further backend support. It also features a modern and intuitive UI that requires minimal to no training, and is customizable to IT and non-IT needs, which is helpful for student employees and busy faculty members.
Thanks to Freshservice and Compulink Technologies, education institutions can now avoid silos and deliver exceptional experiences.
“Through this partnership, the college at USNY is utilizing Freshservice to avoid the repetitive and arduous tasks for the support teams, as well as maintain accurate records of IT equipment,” said Rafael Arboleda, CEO, Compulink Technologies.