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The Challenges with Remote Student Access

Today’s educational institutions face a rapidly increasing volume of calls as learning has suddenly changed to mostly virtual. While you may be equipped to handle today’s call volume, is your team prepared if the number of daily calls doubles or triples?

An Experienced Partner

PDS has provided Help Desk Support services nationwide for almost 20 years to leading education institutions across the Midwest and beyond. Thanks to our broad client base, we have gained extensive experience in both standard and custom environments and have supported organizations of all sizes.

The Risks

Proper support is critical to the ongoing success and growth of teacher and student engagement but supporting students, teachers, and staff can easily overwhelm your internal IT team and prevent them from performing other key functions. Managing this basic support services internally can impact quality, cost efficiency, and productivity. Here’s how:

  1. The Quality

Education technology support takes expertise to ensure students and teachers get the accurate and timely support they need.

  1. The Distraction

Password resets, navigation issues, and other support needs can keep skilled resources off of mission-critical IT work.

  1. The cost

Hiring and managing full and part-time support teams to cover support is expensive and inefficient.

A Virtual Learning Support Partner

PDS creates a scalable support model for school districts and colleges of all sizes, with an approach that seamlessly and transparently provides quick and easy access to knowledgeable analysts. Our Midwest-based, highly skilled team provides a superior education support experience while allowing your organization to focus on growth and expansion of online services.

Benefits for your school and students

  • Extensive knowledge of major portal systems and educations requirements, including FERPA
  • Transparent service that creates a seamless experience for callers
  • 24/7 accessibility to provide support whenever your users need it
  • Customized tools and knowledge base that align with your processes
  • Low employee turnover rate means our analysts stay and learn your business
  • Ready to take your calls in as little as four weeks
  • Over 95% first call resolution rate – which means less than 5% of calls are escalated to your internal analysts

24/7 Education Support

Almost 2/3 of Educations support calls consistently come after school hours – is your team prepared to handle them? If your learning portals are accessible 24/7, your users should be able to get support 24/7. This alleviates user frustration and enables them to access the system at a time that is most convenient for them. PDS Virtual Learning support is available whenever your users need it.

Education Help Desk Support Experts

The PDS support team has a broad range of experience with consumer devices and technology and has worked with major education systems across the nation. Our clients range in size from small districts to some of the largest universities in the Midwest, so we can handle all levels of support needs.

To learn more about PDS Remote Education Support services, contact the Education Technologies team at 800-966-6090 or teamgoved@pdsit.net

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Want to talk to the experts at PDS? Contact us now to start a conversation about education help desk support in your environment.

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