Turnkey Solutions Helps Local School District Overcome IT Help Desk Crisis During COVID-19 Pandemic
Client Background
The COVID-19 pandemic brought about a sudden and significant shift to remote operations in many industries, and the education sector was no exception. A local school district was faced with a daunting challenge when they had to switch to remote learning without warning.
Parents and teachers were struggling with the school's hardware and software platforms, resulting in a deluge of calls to the IT Help Desk. Overwhelmed by the sheer volume of calls, the IT leadership team set up a "war room" to provide additional assistance to the beleaguered Help Desk. To address this crisis, the municipality turned to Turnkey Solutions for a solution.
The Challenge
The school district's 10-person IT Help Desk was inundated with calls from parents and teachers grappling with the complexities of remote learning technologies.
Turnkey's Response
Turnkey Solutions recommended a structured knowledge-management solution that gave Help Desk agents faster access to the information and guidance needed to resolve customer issues. By organizing support content into an easier-to-follow format, agents could identify the right questions, move more efficiently through troubleshooting steps, and reach resolutions without relying on lengthy research.
This approach eliminated the need for time-consuming research or reading through long articles, drastically reducing the time needed to respond to customers.
As a result, the school district was able to expand Help Desk capacity more quickly, reduce customer wait times, and allow IT leadership to refocus on other critical priorities. Training time was reduced by an estimated 50% to 75%.
The Impact
- 50–75% reduction in new agent training time for X agents
- Average handle time and wait time reduced for X existing agents.
- Reduced customer callback volume for incorrect information due to restructured knowledge management.
The knowledge base management solution provided the school district with a highly effective solution to their overwhelming IT Help Desk call volume. The school district saw a reduction in average handle time, wait time, and volume of callbacks for incorrect information — allowing the Help Desk to handle a higher volume of calls and reducing the number of frustrated parents and teachers.
The school system crisis was resolved, and the district was able to continue delivering high-quality remote learning to its students.
Facing a sudden surge in IT support demand?
Turnkey Solutions helps government agencies and school districts rapidly stabilize help desk operations — from process flow tools to staffing strategy and training.