Help Desks
From ElateWiki
Many online learning programs employ remote help desks to provide services to online learners. These are often available 24/7/365 in order to accommodate global learners.
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Communications Methods
These remote help desks often have websites, with frequently asked questions (FAQs) and other types of information. System-level issues may be announced on such sites along with broadcast emails to the users of the learning / course management system.
These websites may also offer instant messaging support with direct access to support personnel. Others often toll-free telephone lines. Many also include e-mail responses through webforms on the site or direct emails from student accounts.
Some help desks offer face-to-face support at defined locations (whether in set locations or in temporary setups at residence halls or public spaces). Here, learners may get in-person support and may even bring in their laptop computers for troubleshooting.
Help Desk Services
Most commonly, help desks offer troubleshooting for when students have difficulty accessing the learning / course management system.
Many contact help desks with special needs, such as for changing passwords or uploading unique files or preparing for a live interactivity session.
Some help desks have remote access to troubleshoot learner accounts as well.
Ticketing Systems
On the back end, many help desks use computerized ticketing systems to track complaints and calls from the initiation to the final resolution. Organizations will collect information from users through the help desk in order to improve the technologies and services supporting online learning.
An escalation of a ticket through the system means that the complaint is being sent on to the developers and those who have more sophisticated understandings of the technological back end of systems, so development and other coding work may be done to increase system efficiencies.
Using Help Desk Services
The best use of help desk services would be as soon as a student runs into problems. After doing the usual troubleshooting, such as trying different Web browsers and cleaning out the browser caches, students should contact tech support. The instructors of online courses do not have a formal role in troubleshooting the technologies. Oftentimes, technology challenges are insufficient reasons to extend deadlines in college courses (although it doesn't hurt to ask the professor). However, it will be important to observe deadlines and deal with technology challenges as soon as possible.