Transforming Technology Support to Meet System Needs

Since the pandemic, BCPS re-evaluated its support model which previously had been direct to the customer (staff) and primarily face to face. Over the last three years we changed the support model to incorporate students, remote and onsite staff, direct support to students via the help desk and ticket system and improved our overall service level. The new model allows for empowerment of teams to be focused on specific portions of the tech support model rather than all facets of tech support. We also integrate high school students into portions of the support model and are expanding that access in the future. A VIP process ensures our most critical topics and customers are handled quickly and a unique to us triage method helps process tickets more quickly. Add scripts to the mix and we have a well-rounded technology support process!