Become an Insider

Sign up today to receive premium content.

Home

4 Ways to Get a K–12 Student Help Desk Going

Jennifer Brown

Jennifer Brown is a K12 Education Strategist at CDW•G and former elementary school teacher, whose passion is elevating the learning experience through educational technology.

As one-to-one programs undergo significant growth in K–12 schools across the country, IT teams will need extra support to manage and maintain the resulting surge of student devices.

A majority of administrators from elementary schools ( 64 percent ), middle schools ( 83 percent ) and high schools ( 85 percent ) report they have already implemented a one-to-one initiative or see it as a primary goal, according to a 2018 K–12 leadership survey from the Consortium for School Networking . 

Some enterprising school administrators even enlist students to run school help desks, providing staff with the assistance they need while also giving students the chance to learn technical skills through a hands-on approach.

MORE FROM EDTECH:  See how K–12 schools are using professional services to support their one-to-one device programs.

4 Best Practices for a Successful Help-Desk Program

When Burlington High School in Massachusetts launched its rollout of 1,000 personal tablets , Instructional Technologist Jennifer Scheffer recruited students to run and manage an IT help desk.

The program became one of the first of its kind in the country and required Scheffer — now an instructional technology specialist at Burlington’s Fox Hill Elementary — to adapt the program as new lessons were learned.

“Launching it didn’t come without challenges,” Scheffer writes in a blog post published by ISTE . “Sustaining its success for both students and staff requires continued attention and adjustments as the technology needs of our school community change over time.”

I’ve seen many schools find success in starting their own student-run help desks. It’s a smart exercise that results in so many benefits beyond lifting some burdens from IT . 

Drawing from her own experiments and trials, Scheffer identifies four key steps other K–12 schools can use to develop a similar program in their districts. I think it’s solid advice that everyone should read:

Pinpoint learning outcomes and design the curriculum: When starting a student help desk program, facilitators should map out the educational benefits they want their students to take away, writes Scheffer. At BHS, Scheffer used the Massachusetts Technology Literacy Standards (now part of the expanded Massachusetts Digital Literacy and Computer Science Standards ) and Tony Wagner’s Seven Survival Skills as a guide to establish a program that could benefit students as well as the school. “The BHS Help Desk curriculum strives to give students real-world learning opportunities,” Scheffer writes. “Just like an actual working environment, we expect students to be self-driven, independent and capable of managing multiple projects.”

Develop learning activities and assessments: While hands-on tasks will be a major part of the learning process for student help desk volunteers, facilitators need to design tests to reinforce on-the-job skills to make sure students retain the information they learn. “Members of a student tech team should graduate from their respective programs with both technical and soft skills that are highly sought after by employers , and their online resumes should incorporate their tech team accomplishments along with their other work experiences,” writes Scheffer. 

Identify, recruit and promote the team: Technology savvy students are not the only ones who can, and should, participate in these programs. Because help desks are volunteer-based, marketing is a crucial way to get students interested in joining. Bringing in talented writers, graphic designers or videographers can be a great way to boost interest in the help desk program, while also giving students who are not interested in fixing devices a chance to participate. 

Establish a mission, purpose and goals: Giving students ownership in the help desk can increase student engagement , as well as help schools improve the program over time. Scheffer suggests facilitators work with their students to create a program mission statement, getting input from students about what they want to get out of running a help desk. It’s also important to balance student autonomy and classroom structure to let students experiment with new ways to streamline help desk services while still ensuring they walk away with core life skills.

This article is part of the "Connect IT: Bridging the Gap Between Education and Technology" series. Please join the discussion on Twitter by using the  #ConnectIT  hashtag.

apply to education help desk

  • Bring Your Own Device

Related Articles

Kristy Custer

Unlock white papers, personalized recommendations and other premium content for an in-depth look at evolving IT

Copyright © 2024 CDW LLC 200 N. Milwaukee Avenue , Vernon Hills, IL 60061 Do Not Sell My Personal Information

The 9 Best Help Desk Software for Schools and Universities

Jesse Short

Over the years, the ways students, parents, alumni, and other stakeholders interact with schools has changed. One of the biggest shifts is the channels they communicate through. 

Tools like email and chat offer a level of convenience that most have become accustomed to, and in order to keep up with the expectations of the modern world, most schools need to invest in new technologies.

One of the tools every school should consider investing in is a help desk, so we've put together this list of the best help desk software for schools to help you make the right choice for your department's needs.

What is help desk software?

Help desk software is a tool used to organize, manage, and respond to questions and support requests. Help desks can be used for both external requests from students and parents and internal requests from coworkers. They typically include a variety of tools like shared email, a knowledge base, and live chat.

Why schools should invest in a help desk

Navigating the education landscape isn’t always an easy task. Students, parents, alumni, and others have lots of questions, and answering those questions quickly and efficiently is a task made much simpler when your school’s support staff has a dedicated tool to do so. 

A help desk lets you organize, manage, and respond to any number of requests coming your way. Further, most give you access to additional tools like analytics to better understand trends and team performance — both of which can help you further improve.

The 9 best help desk software for schools

Below is a list of the nine best help desk software for schools. You’ll notice there is some feature overlap, but we’ve tried to focus on a few key features for each option that make it unique in the marketplace and thus better suited for certain needs. 

1. Help Scout

Best school help desk for all around student communication.

Help Scout is a complete customer communication platform that helps you deliver an outstanding experience for everyone you interact with. When you sign up, you get access to a curated set of easy-to-use tools that empower your team to communicate across a variety of channels.

The shared inbox includes features like private notes and @mentions to make team collaboration a breeze, and collision detection reduces duplicate work by showing when an agent is already actively working on a case. 

Shared inbox for education help desk software

With workflows , you’re able to automate routine tasks like sorting and assigning incoming requests based on parameters you set.

If you want to empower students, parents, alumni, and others to find answers on their own, you can create powerful self-service resources like FAQ pages or a knowledge base with Docs . The WYSIWYG editor makes content creation simple, and Docs-specific reports show what articles are excelling, which ones could use some help, and which areas you should consider covering in the future.   

Help Scout also comes loaded with pre-built performance dashboards. Reports help you better understand individual and team performance, and you can also create custom views to focus on the metrics most important to you. 

If you ever have any questions you need answered, our world-class support team is ready to assist you 24 hours a day, six days a week.  

Tools for alumni services departments

Graduates still need support from time to time. Alumni are essentially unpaid brand ambassadors, and they are important to any school's ecosystem. 

Customer profiles in Help Scout help you stay informed about exactly who you’re talking to. You can add custom fields to include things like the year they graduated, organizations they belonged to, and even what they’re up to post-graduation to deliver a personalized experience. 

customer profile in help scout

Satisfaction surveys can be a good tool for recent grads to better understand their experience with your school. With insights from that information, you can continually improve and better serve your alumni population for years to come. 

Tools for admissions departments

Since admissions departments tend to be one of the first points of contact for students, they tend to end up fielding a lot of questions — some related to admissions and others not so much. 

Help Scout's @mentions feature lets admissions staff get input from others without adding additional strain for students. If there is something that needs to go to a different department entirely, internal notes let you add additional context to make things go smoothly. You’re also able to assign conversations directly to other teams, making email forwarding a thing of the past. 

private notes in help scout

Tools for IT departments

When you work in IT support, some issues are too urgent to wait. For those cases you can utilize Help Scout's live chat feature to offer support in real time. 

IT department education help desk

tIf someone reaches out when your IT team isn't online, you can let them search through help documentation straight from the live chat widget. If they don’t find the answers they need, they can submit an email request from the same window. 

Tools for housing and residential life

Though no two days are alike when working in housing and residential life, a lot of the questions you answer tend to be. With Help Scout's saved replies , you’re able to create pre-written responses to field routine requests quickly and easily, saving time and energy for everyone involved. 

If you want to go a step further, you could even create a housing FAQ page using Docs . With that resource, students, parents, and others are able to find answers on their own time. Sometimes the best experience someone can have is not needing to reach out for help in the first place.  

help scout docs categories

Tools for registrars

The registrar’s office is kind of the center of the universe for a lot of student life. As it’s such a multifaceted department, keeping things organized can get a bit chaotic. Using workflows , you’re able to automate a lot of tasks like sorting and assigning tickets.

If there’s a particularly complex case, you’re able to see the entire conversation as one easy-to-read thread. In a way, it acts as an unofficial record of your interactions with a certain student, making it easy to go back and retrieve details if necessary. 

Tools for students

Help Scout doesn’t just make it easier for your support staff to assist students; it also lets you streamline support access for your school’s community.

Use our mobile SDKs to create native access to email and live chat support and provide access to your knowledge base from within your school’s mobile apps. Send push notifications directly to students’ phones when you’ve responded to their requests, instantly giving them the information they need.

Price: Starting at $20/user per month.

Collaborative email support software

Ditch the shared Gmail and switch to Help Scout’s industry-leading shared inbox. Collaborate easily for faster response times and happier customers.

Collaborative email support software

2. HappyFox

Best school help desk for IT support departments.

HappyFox Screenshot

HappyFox is a customer support tool that offers a few different solutions for providing support. Their primary offering is their help desk product that lets teams manage incoming requests from email, phone, and social channels. It also includes a knowledge base builder to create self-service resources like FAQ pages. 

When you sign up, you get access to a lot of standard features like ticket assignment capabilities and team reporting. However, they also have some more advanced features like customer portals and multilingual support options – though the latter is limited to their higher cost plans. 

The enterprise plans also offer features that are particularly helpful for IT support departments, such as IT asset management capabilities that are fully integrated with their service desk software. 

One downside for HappyFox is that they don’t currently offer a live support tool like chat with their help desk plan. They do offer the software, but it’s something you have to buy separately. If you don’t need access to their IT asset management functionality, there may be other options on the market that offer slightly more value.

Price: Starting at $29/agent per month. 

Recommended Reading

The 9 Best HappyFox Alternatives on the Market in 2024

The 9 Best HappyFox Alternatives on the Market in 2024

Best school help desk for departments using personal email addresses.

screenshot of front's customer service software

Front is a customer communication tool that’s focused on helping businesses provide a more personalized support experience. The initial differentiator most noticeable with Front is the ability to use a personal email address to respond to requests, instead of using a group email address like [email protected] (though that is still an option). 

As far as Front’s suite of tools is concerned, you can expect a lot of the standards like a shared inbox, live chat software, a knowledge base builder, and reports – though reports are only offered on their higher-cost plans. Front also offers some unique features like meeting scheduling and the ability to create email sequences for specific groups of users. 

As mentioned above, some more basic features are limited to Front’s more expensive plans. Another thing to keep in mind is that their lower-cost plans have user limits, meaning you’d need to switch to a more expensive plan once you exceed a certain number of users. 

Price: Starting at $19/person per month. 

The 12 Best Front Alternatives for Shared Email

The 12 Best Front Alternatives for Shared Email

Best school help desk for large departments with big budgets. 

zendesk

Zendesk is one of the most recognizable brands in customer support software. Over the years they’ve expanded into some other areas like sales support software, but customer support is still one of their core competencies. 

They have two main plan types: foundational and suite. Their foundational plans are more basic and center around email and social support. 

The suite plans include all the features of their foundational plans, with access to additional support channels like live chat and phone. Their suite plans also include automations features to reduce manual work, AI assisted responses to help reduce ticket volumes for live staff, and the ability to create SLAs. 

However, you do need to remember that each additional feature you have also means additional setup and training time. The reality is that most teams don’t need access to all of Zendesk’s features. 

Though it’s certainly nice to have a tool that is so versatile and customizable, it’s also important to make sure you don’t overbuy and end up spending a lot of time and money to get little added benefit in return.

Price: Foundational plans start at $19/agent per month, and suite plans start at $49/agent per month.

The 13 Best Zendesk Alternatives for 2024

The 13 Best Zendesk Alternatives for 2024

5. freshdesk.

Best school help desk for phone-centric departments.

Freshdesk Screenshot

Freshdesk has a very similar offering to Zendesk. They have two plan types: support desk and omnichannel. Their support desk plans are more basic in scope. Similar to Zendesk’s foundational plans, support desk plans focus primarily on email and social support, with a few other features included. 

Their omnichannel plans include access to additional channels like live chat and phone support. There are also productivity features like automations and access to performance reports to see where you’re excelling and the areas you could improve, plus collaboration features like internal notes to add additional context to conversations. 

Where Freshdesk really stands out is with their phone features: All of their omnichannel plans have included minutes. Their highest cost plan even includes a voice activated IVR system and their Voicebot feature, which lets you provide automated responses to phone requests. 

Price: Free plan available. Support desk plans start at $15/agent per month, and  omnichannel plans start at $29/agent per month.

Top 11 Freshdesk Alternatives for 2024 (Ranked & Rated)

Top 11 Freshdesk Alternatives for 2024 (Ranked & Rated)

Best school help desk for light support needs.

screenshot of gmelius' shared inbox

You can think of Gmelius as a super powered Gmail extension. It essentially transforms your Gmail account into a basic help desk, allowing you to assign conversations to different agents, add internal notes, and even do some basic automations to reduce manual work.  

Along with support functionality, Gmelius also offers some project management tools, like the ability to visualize requests and tasks as a kanban board. Gmelius also integrates with other tools like Trello and Slack to keep things moving smoothly no matter what tool someone prefers. 

Though Gmelius does offer a decent bit of value, it doesn’t include tools for live or self-service support. Also, some basic features like reporting are limited to their higher-cost plans. If any of the functionality above is important to your team, Gmelius may not be the right fit. 

Price: Starting at $7/user per month. 

The 9 Best Gmelius Alternatives for Email Collaboration

The 9 Best Gmelius Alternatives for Email Collaboration

7. kustomer.

Best school help desk for departments interested in AI chatbots. 

Product Screenshot: Kustomer

Kustomer bills itself as a CRM for customer service. Though many customer service software on the market today do have some CRM capabilities like customer profiles, Kustomer’s offering is a bit more expanded in that realm. For example, you can add custom objects like shipping details and also segment people based on the information in their profiles. 

Along with their CRM capabilities, they also have the tools you’d expect from a help desk like a shared inbox, live chat software, and a knowledge base builder. They also have a number of integrations with common tools and platforms like Shopify and Slack. 

Though all of those are great features, Kustomer’s main claim to fame is their AI product called Kustomer IQ. With it, you’re able to make no-code chatbots that can handle basic requests. It can also respond to certain emails based on parameters you set and make suggestions to agents for best next steps with cases they’re working on. 

However, those premium features do come with a premium price tag, so if you’re a more budget-conscious team, it might not be the right fit. 

Price: Starting at $89/user per month.

8. LiveAgent

Best education support tool for chat-heavy departments.

screenshot of liveagent's customer service software

LiveAgent initially started out as live chat software but has since grown into an entire customer service platform. Along with chat software, they also offer a shared inbox, a knowledge base builder, and phone support software. However, not all channels are supported on all their plans. 

Since LiveAgent did start out as chat software, that part of their product is more sophisticated than many others. For example, they offer chat specific analytics to get more insight into those interactions. 

You can also create proactive chat messages to make sure you get in front of people at the right time. So, if chat is a big part of your support offering, LiveAgent should be one software you consider. 

Price: Starting at $15/agent per month. 

9. Salesforce Service Cloud

Best school help desk for departments using Salesforce CRM.

Salesforce Service Cloud Screenshot

Salesforce is a well-known name in the software industry. Though their primary product is sales software (as their name suggests), they also make customer support software. The latest iteration of their support software is called Service Cloud. 

Service Cloud lets you provide support services across a number of channels including email, social media, phone, SMS, and live chat. They also have a knowledge base builder to create a self-service support option for customers. 

To keep things running smoothly across all channels, they also have omni-channel routing that automatically sends cases to the best team or person to ensure a quick resolution. 

The biggest advantage comes if you’re using other Salesforce products, as they all integrate seamlessly. With the additional context, your team can move faster and provide an even better customer experience. 

Price: Starting at $25/user per month. 

Making the best choice

Purchasing any new tool is a big decision. Making a choice is much easier to do when you have a clear understanding of your needs, so be sure to make a list and measure each tool against it. 

Once you’ve narrowed your contenders down to two or three options, do your best to get hands-on with each one. If there isn’t a trial, you should at least have a salesperson do an in-depth demo for you and a couple other stakeholders. 

From there, collect feedback from those involved in the search and see which option works best for everyone.

The Complete Guide to Email Management in Higher Education

Take control of your university inboxes to create high-quality experiences for students, faculty, and staff.

The Complete Guide to Email Management in Higher Education

Like what you see? Share with a friend.

Jesse short.

After spending a few years working as a support agent, Jesse made the switch to writing full-time. He is a Help Scout alum, where he worked to help improve the agent and customer experience.

apply to education help desk

Get Started

Learn the platform in less than an hour. Become a power user in less than a day.

apply to education help desk

The site navigation utilizes arrow, enter, escape, and space bar key commands. Left and right arrows move across top level links and expand / close menus in sub levels. Up and Down arrows will open main level menus and toggle through sub tier links. Enter and space open menus and escape closes them as well. Tab will move on to the next part of the site rather than go through menu items.

NYC Public Schools stacked logo

Visit SupportHub to browse, get answers, and request technology help.

  • Get help with technology, transportation, and more
  • For technical questions that cannot be answered in the self-serve section, there is a system that allows users to create and submit a help desk ticket. An agent will call those users back to resolve the issue.
  • Login with your NYC Schools Account or DOE Student Account to track requests for further technology help.
  • Staff can sign in with their DOE username and password.

SupportHub also has the first-ever DOE Education Virtual Assistant (Eureka), which provides more help, and the same phone number for the Help Desk is still available (718-935-5100).

Related Links

  • One Account for All
  • New York City Schools Account (NYCSA)
  • Google Classroom
  • Microsoft Teams
  • Tools for Keeping Children Safe Online

Free Student Meals

See what's on the menu

Transportation

See Modernization Plan

Gov. Reynolds announces $1 million to support Credentials for Child Care Careers grant program

  • Thursday, February 29, 2024
  • Press Release

Governor Reynolds today announced $1 million in initial funding for competitive grants available through the Iowa Department of Education to support school districts that partner with or create local child care centers to help more high school students earn a national child development credential.  

With 246 districts across Iowa currently offering family and consumer science pathways as part of their career and technical education, the new Credentials for Child Care Careers grant will help schools support a strong child care pipeline. 

“Preparing Iowa’s future workforce begins in our schools. Our investment in work-based learning opportunities introduces students to in-demand careers and offers programs that provide the training necessary to earn a credential while still in high school,” Governor Reynolds stated. “This forward-looking approach not only prepares young Iowans to be career ready upon graduation, it also supports local businesses in building their workforce pipeline.” 

“The Credentials for Child Care Careers grant will expand access to high-quality child care, while supporting an early childhood workforce of and for local communities,” said Iowa Department of Education Director McKenzie Snow. “By aligning existing programs to the attainment of an industry-recognized credential, this innovative program will strengthen pathways to in-demand child development careers.” 

The Child Development Associate (CDA) credential is a nationally recognized credential in early childhood education awarded by the Council for Professional Recognition, a leader in the credentialing of early childhood educators worldwide. Obtaining the CDA credential requires coursework, experience in the field and a demonstration assessment during which the student is observed while working with children. Districts that are awarded funding will receive course curriculum that meets both the professional development requirements outlined by Iowa Health and Human Services for employees of Iowa licensed child care centers and the classroom requirements for a CDA credential. 

Eligible school districts that partner with a licensed child care center, including school-operated child care programs, can apply for up to $15,000 for each of the 2024-25 and 2025-26 school years, for a total of $30,000. Allowable costs include student exam fees, textbooks, CDA course materials, student stipends, licensed child care partner stipends, and other approved expenses that help remove barriers to participation. 

Applications for the Credentials for Child Care Careers grant will be accepted in IowaGrants.gov beginning today, Feb. 29, 2024.  The application deadline is noon on March 29, 2024. 

More information about the Credentials for Child Care Careers grant is available on the Iowa Department of Education’s website . 

Initial funding for the Credentials for Child Care Careers grant is made available through the state’s allocation of funds provided through the American Rescue Plan Act of 2021. 

IT help desk professional assisting student remotely; Higher Ed IT Help Desk requirements

8 Things Every Higher Ed IT Help Desk Needs to Support Students

Receiving technical assistance in college used to involve calling (or visiting) the IT help desk to work out issues related to internet connectivity, software installation or the occasional computer virus. Getting in touch with these staff members was often inconvenient and took a lot of time. This has changed extensively over the last few decades.

Current students and staff expect today’s help desk experiences to be far more robust. Information technology (IT) support teams have become go-to resources for increasingly complex challenges, particularly considering how many students, faculty and staff are operating in a remote or hybrid environment.

To ensure effective technical support for today’s learners and employees, a higher education institution’s help desk should include a number of elements.

8 Features an IT help desk has to effectively serve its learning community

It’s worth reiterating that a modern support team isn’t just a student help desk, but a department that’s prepared to work with everyone within the institution’s community. Faculty and staff are just as likely to need assistance as students. Consider the following features the basic requirements.

1. Always-on support

Providing technology assistance throughout the day has always been a goal for IT help desks, but prioritizing 24/7 support became critical during COVID-19 . Family obligations and other conflicts made it difficult for students to complete their schoolwork within a rigid timeframe. Though, this was really just a continuation of what had already been happening as many students also have jobs.

“Students typically aren’t doing schoolwork between 8 a.m. and 5 p.m. because they have a job from 8 a.m. to 5 p.m.,” explains Justin Denton, senior director of IT support services at Collegis Education. “Because of this, we see students calling in at 8, 9, 10 and even 11 p.m.”

2. Self-service resources

Even if the IT help desk is prepared to personally respond to most requests, it’s wise to provide self-help tech support for students and staff. There may be a rare occasion when a representative isn’t available. Furthermore, some people prefer to solve their own issues without interacting with someone else.

“Most schools will set up a self-help portal,” Denton says. “It can be tied to a preexisting knowledge base, or they can custom-tailor articles to what students want.” He adds that it’s not enough to implement a student-facing knowledge base – those resources need to be constantly updated to ensure they remain relevant and useful over time.

Another self-service tool that’s essential is a password-reset portal. As Denton points out, clicking a link that allows you to reset it is far easier and faster than calling someone to do it for you.

3. A ticketing system

With so many students, faculty and other staff contacting the help desk with various requests, schools need a system that can easily track the status of every incident. One case study from EDUCAUSE Review illustrates how implementing a ticketing system can help streamline processes and provide insights into the types of requests that are being submitted. While not every institution has a ticketing system, Denton emphasizes they’re a must if you want to gain a deeper insight into your technology trends and analyze team performance.

4. An internal knowledge base

College help desks should strive to provide the same excellent experience to everyone seeking assistance. Achieving this level of consistency requires well-documented policies and procedures that every support staff member can easily access.

You need a standard set of customer and troubleshooting guidelines that you’re using internally – something that level sets the user experience when it comes to applying uniform troubleshooting and customer interaction processes. Justin Denton

5. A staffing model that can handle high-volume times

There are certain times, especially near the beginning of a new term, when the help desk will inevitably receive more requests than usual. IT support teams need to be able to handle volume increases, and it’s not as daunting as it may seem.

“We pull call trends and phone data for a few years, and then use predictive analytics as much as we can to forecast future volume increases,” Denton explains. “Our scalable staffing model has flexibility built into it, allowing us to ramp up during outages or other spikes in volume.”

That said, it’s impossible to anticipate every instance when the help desk will receive an influx of calls and emails. Denton says those situations can be alleviated by ensuring there are team members on call. You might also consider whether it’s a good idea to bolster your internal team by outsourcing IT staffing .

6. Assistance for students with accessibility issues

When COVID-19 forced nearly every institution to move online, it became clear that there are students who lack access to critical technology . Some don’t have reliable internet. Others lack a device with the necessary capabilities.

The student sometimes doesn’t realize they have a bad internet connection or an incompatible device. They just know they’re trying to get into their online classroom, and it’s not working. Justin Denton

Specific solutions really vary from one school to the next. Some institutions have implemented loaner programs to provide Wi-Fi hotspots or laptops to students who need them. Other schools focus more on connecting students to available resources. The key is to make sure students are receiving clear next steps.

7. Remote desktop sharing

There may be rare occasions when a problem is too complex to work out through a conversation. In these cases, the tech support team may need to initiate a remote desktop sharing session that allows them to take control of the student or staff member’s device to resolve the issue.

“You need to have this option available – it can allow your help desk staff to be more successful at navigating difficult issues,” Denton says, adding that even though help-desk employees can resolve most problems by explaining the troubleshooting process step by step, a remote desktop tool can speed the troubleshooting process up.

8. A customer-centric model

Most higher education leaders don’t think of their students as customers, but they should when it comes to technical support. “At the end of the day, people care about having a great experience,” Denton explains.

There are numerous ways a help desk can prioritize customer service in higher education . For starters, there should be numerous ways to contact the help desk: email, phone, chat, etc. It’s also important to provide a single point of contact rather than having separate teams dedicated to specific systems, which is common for schools that have multiple support agreements with external vendors. Those situations result in a long list of phone numbers and emails that can be difficult to navigate.

“It shouldn't be put on the student’s shoulders to make all those decisions. They may not know which contact is the right one. They should just be able to call one number.” Justin Denton

Lastly, there should be a program that monitors customer satisfaction. It’s critical to collect feedback to identify areas of strengths as well as opportunities to improve.

Modernize your student help desk

As students increasingly expect all services be available through an app or portal and continue to choose online programs, institutions must be prepared to provide high-quality technology resources that aren’t dependent on physical proximity. A learner several states away who runs into issues logging into their online course needs access to swift support from their help desk. Otherwise, they may look into colleges that can better meet their needs.

Providing such a high level of support for students and staff is no small undertaking – it often requires substantial funding. Learn more about the importance of adequately investing in your technology team by reading Top 4 Risks of Underfunding Your College’s IT Department .

Find out how our team of experts can help support your IT initiatives.

  • Our Expertise
  • Enrollment Growth
  • Technology Management
  • Google Cloud
  • About Collegis
  • Our Experts
  • Our History
  • Case Studies
  • Infographics
  • Minneapolis

Star Tribune Top Places To Work 2021 Ribbon

Copyright ©2023 Collegis, LLC—All Rights Reserved. Collegis® and Collegis Education® are registered trademarks of Collegis, LLC. Connected Core® is a registered trademark of Collegis, LLC. Collegis Education is not affiliated with Ellucian Company L.P.

NYC Public Schools InfoHub Logo

The site navigation utilizes arrow, enter, escape, and space bar key commands. Left and right arrows move across top level links and expand / close menus in sub levels. Up and Down arrows will open main level menus and toggle through sub tier links. Enter and space open menus and escape closes them as well. Tab will move on to the next part of the site rather than go through menu items.

DIIT Help Desk

Submit a ticket online.

All technical support requests can be made online at the following locations:

  • Support for staff
  • Support for families

Please encourage students and families to submit a ticket online before calling the Help Desk. In many cases, the request form will provide visitors with the answers they need, based on the information they provide and eliminate the need for them to submit a ticket.

Review the following guide for more information on opening a help desk ticket online. 

Reset your password online

The majority of calls from DOE staff concern DOE password (@schools.nyc.gov) resets. All DOE staff can reset their passwords themselves online at the DOE Identity Management Portal . It only takes a few minutes. (Even if you forgot your current password, or it expired, you can sign in by answering security questions or verifying personal information). You can also visit our Passwords page for more information.

Use the Eureka Chatbot on SupportHub or in Microsoft Teams

Eureka, our AI-powered SupportHub chatbot can fully process over 30% of the calls without involving a live agent. Eureka is available on SupportHub ; just click the icon on the bottom right corner of the screen to open a chat. 

Eureka SupportHub Chat Icon

Eureka on SupportHub allows you to take the following actions without talking to a Service Desk agent:

  • reset your password
  • search for information
  • check the status of an open service desk ticket
  • create a new ticket

A beta version of Eureka is now also available on Microsoft Teams for central and school staff in the desktop or mobile platform. If you are logged into Microsoft Teams on your desktop, Eureka (BETA) will be displayed on the left sidebar of your screen.

Scan the QR code for launching Eureka (BETA) on Teams.

Eureka on Team QR code

To start a new conversation with Eureka (BETA), type “Reset” in the chat window. If you are waiting in the queue to talk to an agent and wish to end the chat, click the “Reset” or “End” button to be removed from the queue.

A screenshot of a chat Description automatically generated

Visit the following DOE web pages for up-to-date guidance and information:

  • iPads and Devices
  • Getting Started with Your iPad
  • Employee Passwords
  • DOE Student Accounts

DOE Employees should sign in and view the Technology section of the InfoHub to see if the answers to questions are there.

  • Application and Systems (including access requests)
  • Information Technology Support
  • Submit a Help Desk ticket

Call the DOE IT Service Desk Directly

Call the DOE IT Service Desk at 718-935-5100. The normal hours of operation for the New York Public Schools Service Desk are as follows:

  • Monday to Friday 6am to 8pm
  • Saturday and Sunday 8am to 4pm

From the start of each school year through October 31, operating hours are expanded to:

  • Monday to Friday 6am to 10pm
  • Saturday and Sunday 8am to 8pm

Office of the State Superintendent of Education

Dc agency top menu.

  • Agency Directory
  • Online Services
  • Accessibility

DC.gov Home

document.write(document.getElementById("site-slogan").innerHTML);

DC.Gov Logo

Search form

  • Assessments
  • Policy and Guidance Resources
  • Data & Reports
  • Dispute Resolution
  • Enrollment & Residency
  • Every Student Succeeds Act
  • Excellent Educators
  • Grants & Funding
  • Guiding Principles for Continuous Education
  • Classroom Resources
  • Key Points of Contact
  • Licensure & Certification
  • Professional Development
  • Accessing Student Education Records
  • Early Learning
  • Dispute Resolution & Legal Services
  • Students With Disabilities
  • DC School Report Card
  • Homeschooling in the District of Columbia
  • OSSE In Your Language
  • Office of Enrollment & Residency
  • Research Schools
  • Student Leadership
  • Capital Quality
  • Child Care Assistance Payment
  • Compliance & Monitoring
  • Licensing & Compliance
  • Licensing Process for Child Care Providers
  • Adult Education
  • College & Career
  • Health & Wellness
  • K-12 Education
  • Special Populations
  • Student Transportation
  • Careers at OSSE
  • Meet the Leadership Team
  • Open Government & FOIA
  • OSSE in Your Language
  • OSSE Organizational Chart & Key Contacts
  • Our Core Values
  • OSSE Strategic Plan
  • Superintendent's Biography

Early Childhood Education (ECE) Help Desk

Education requirements for the DC early childhood workforce go into effect for most staff types on Dec. 2, 2023. The Early Childhood Education (ECE) Help Desk is here to help answer questions, provide resources, assist with planning, and offer individualized assistance with paperwork.    ECE Help Desk can assist with…

  • Clarification about the minimum education requirements and professional development.
  • Information about continuing education programs in the DC area.
  • Assistance with applying to scholarships and higher education programs.
  • Development of an individualized plan for staff to meet the minimum education requirements.
  • Applications for waivers (for center directors and center teachers).
  • Connections to other departments or programs that can better assist you with your individual needs.
  • Technical assistance with the  Office of the State Superintendent of Education Learning Management System (OSSE LMS)

On Demand - Call or email and receive a response immediately or within 24 hours

By Appointment - Call or email to schedule an individualized in-person or phone appointment based on your personal availability ECE Help Desk Contact Information: [email protected] or (202) 478-5903

Related Content: Child Development Staff: Resources Available for New Education Requirements

PDF icon

More Resources

Login with SmartOWL

 alt=

Username or Email Address

Remember Me

Get quick online learning support now!

Toll-Free Number

866.705.5575

Get Help Online

Visit Help Desk Website

Help Desk Hours

8am – 10pm EST (M-F)

Help Documents

online learning support

Technical Requirements

In order to access Accelerate’s curriculum, students need to update a few settings in their browsers. Please be sure to follow the technology requirements shown in this document before you begin coursework.

Using Interactive PDFs

This tutorial will walk you through how to save and edit interactive PDFs.

Clearing Your Browser Cache

This tutorial will walk you through step by step how to clear your cache on several platforms.

Frequently Asked Questions

Does accelerate education provide materials.

Some courses do require additional materials, such as a novel to read or art paper and colored pencils, or some other material needed. In some cases, such as graph paper or word processing software, suitable items are suggested or offered to download for free. For specific materials needed, a list of materials is provided so that schools or students can acquire these items.

Does Accelerate Education provide technical support?

Accelerate Education provides technical support five days a week, Monday – Friday, from 8 am to 10 pm, Eastern. See our support page for more information.

Can I get a diploma from Accelerate Education?

In order to receive a diploma from us, a student needs to be enrolled in our Academy and meet the graduation requirements. See our Academy page for more information.

How do students and teachers interact with each other?

Students interact daily through email, phone, and synchronous sessions, which can be scheduled directly with the teacher to suit a student’s schedule.

Am I required to be in class at a specific time every day?

Students are required to complete their work according to the pacing guide, which is determined by the start and end dates. Working at a steady pace will allow on-time completion of courses, but a student’s daily schedule is up to the student and parent. Synchronous sessions will be scheduled by the student and are flexible.

Will I receive a transcript?

Final grade reports are sent via email to all students and observers upon course completion. Official transcripts with a stamped seal are only sent as requested. Official transcripts are only needed for college applications or when transferring credits to another school.

How can I check on my child's progress?

Parents are enrolled as observers in their child’s courses. As long as a valid email is provided, observers and students are emailed weekly progress reports. Additionally, observers may log in to our learning management system at any time to see grades, pacing, course material, and teacher feedback. Contact information is present within the course so that a parent may contact the student’s teacher.

apply to education help desk

Hindustan Times

UPSSSC Pharmaceutical Ayurvedic exam 2024:Today last date to apply for 1002 post

T he Uttar Pradesh Subordinate Services Selection Committee (UPSSSC) will end the applictaion process for Pharmaceutical Ayurvedic Main Exam 2023 today, March 3. Interested candidates can submit their applications through the official website at upsssc.gov.in.

Candidates will be shortlisted for the Pharmaceutical ( Ayurvedic) Main examination Preliminary Eligibility Test 2023 based on PET 2023. Candidates who have obtained zero or less/negative scorecard will not be shortlisted for the Main examination.

Direct link to apply for UPSSSC pharmaceutical Ayurvedic Main Exam 2023

UPSSSC Vacancy Details: This recruitment drive is conducted to fill 1002 vacancies, of which 448 vacancies are for the unreserved category, 291 for the Scheduled Cast category, 37 vacancies for Scheduled Tribe, 126 for Other Backward Classes, and 100 vacancies for Economically weaker section.

UPSSSC application fee: Candidates must pay ₹ 25 as an applictaion fee.

UPSSSC Pharmaceutical Ayurvedic exam 2024: How to apply

Visit the official website at upsssc.gov.in

On the homepage, click on the Apply link

Fill out the application form

Pay the applictaion fee

Upload all the required documents

Take a printout for future reference.

Read more news like this on HindustanTimes.com

UPSSSC announces end of application process for Pharmaceutical Ayurvedic Main Exam 2023

IMAGES

  1. Student Help Desk

    apply to education help desk

  2. Student Help Desk

    apply to education help desk

  3. How to access Student Help Desk

    apply to education help desk

  4. The Complexities of Help Desk Support for Higher Education

    apply to education help desk

  5. For Students / Student Resource Links

    apply to education help desk

  6. Help Desk

    apply to education help desk

VIDEO

  1. MP Board Class 12th English 8 February 2024 Paper Answerkey, English Full Paper Solve सटीक आंसर

  2. 🖥️ Desk Setup Upgrade #desksetup #homeoffice #asmr

  3. Big Problem JSSC झारखंड पुलिस फॉर्म अप्लाई ! खुद सुने ऑडियो Help desk से क्या बात हुई ! रांची चले

  4. Desk office room

  5. 6 Work From Home Help Desk IT Jobs Hiring Right Now Remote!

  6. I.T Help Desk : Skills & Abilities You Need

COMMENTS

  1. How To Become a Help Desk Analyst (With Salary and Skills)

    The path to become a help desk analyst might seem intricate, but breaking it down step by step makes the process more accessible. Below is a list of steps you can take to become a help desk analyst: Acquire the necessary education Most help desk analyst positions require a minimum of a bachelor's degree in a relevant field.

  2. Help Desk Jobs, Employment

    Help Desk Analyst. U.S. Department of Education. Remote. $50,300 - $71,000 a year. Full-time. Monday to Friday + 2. Easily apply. Help Desk Technician Job Description Essential Duties and Responsibilities: · Responsible for responding to telephone calls, email, and requests for…. Employer.

  3. 4 Ways to Get a K-12 Student Help Desk Going

    Identify, recruit and promote the team: Technology savvy students are not the only ones who can, and should, participate in these programs. Because help desks are volunteer-based, marketing is a crucial way to get students interested in joining. Bringing in talented writers, graphic designers or videographers can be a great way to boost ...

  4. How To Become a Help Desk Technician (Plus Salary Info)

    Related: 11 Types of Help Desk Software for Professionals 4. Apply to help desk positions Your education, certifications and experience help you optimize your resume for help desk positions. While you can emphasize skills like customer service and problem-solving to impress employers, consider highlighting your willingness to learn.

  5. Army upgrades Soldier tuition assistance portal

    Soldiers can access the upgraded ArmyIgnitED portal on Aug. 29 for Tuition Assistance. Soldiers' first actions will be to: Create an Account. Submit an Education Goal. Upload Evaluated Degree ...

  6. PDF FAQs A. t request TA in ArmyIgnitED, how do I use TA to enroll in classes?

    1. Soldiers should contact an Army Education Center/Office, either in person or online via the Education Center/Office's website, if they are interested in taking college classes. Army Education Counselors can advise on classes to take and selection of an educational institution (EI). 2.

  7. The 9 Best Help Desk Software for Schools and Universities

    4. Zendesk. Best school help desk for large departments with big budgets. Zendesk is one of the most recognizable brands in customer support software. Over the years they've expanded into some other areas like sales support software, but customer support is still one of their core competencies.

  8. SupportHub

    Login with your NYC Schools Account or DOE Student Account to track requests for further technology help. Staff can sign in with their DOE username and password. SupportHub also has the first-ever DOE Education Virtual Assistant (Eureka), which provides more help, and the same phone number for the Help Desk is still available (718-935-5100). Play.

  9. Gov. Reynolds announces $1 million to support Credentials for Child

    Governor Reynolds today announced $1 million in initial funding for competitive grants available through the Iowa Department of Education to support school districts that partner with or create local child care centers to help more high school students earn a national child development credential.

  10. PDF Early Childhood Education (ECE) Help Desk

    ECE Help Desk Can Assist with… • Clarification about the minimum education requirements and professional development. • Information about continuing education programs in the DC area. • Assistance with applying to scholarships and higher education program. • Development of an individualized plan to support meeting the minimum education

  11. 8 Things Every Higher Ed IT Help Desk Needs to Support Students

    Faculty and staff are just as likely to need assistance as students. Consider the following features the basic requirements. 1. Always-on support. Providing technology assistance throughout the day has always been a goal for IT help desks, but prioritizing 24/7 support became critical during COVID-19. Family obligations and other conflicts made ...

  12. HDI Certification Courses: Help Desk Training and Service ...

    HDI's help desk and service desk training programs were created to provide you with a consultative, application-based, interactive learning experience. Upon completion of any HDI help desk or service desk training course, you and your team will be able to take what you've learned and immediately apply it to your environment—empowering ...

  13. DIIT Help Desk

    Saturday and Sunday 8am to 4pm. From the start of each school year through October 31, operating hours are expanded to: Monday to Friday 6am to 10pm. Saturday and Sunday 8am to 8pm. Open a ticket or call the DOE Help Desk at 718-935-5100.

  14. Welcome to G5

    Help Desk. Help is available via the e-mail and phone numbers below. Hours Of Operation: 8:00 AM to 6:00 PM EST, Monday - Friday, except on Federal holidays. ... 10/04/23 G6 To Launch Oct. 30 - The U.S. Department of Education has announced a new launch date for the G6 system: Monday, October 30th. The changes include a new landing page, a new ...

  15. 11 IT Support and Help Desk Certifications (Plus Benefits)

    11 useful IT support and help desk certifications. Below are 11 useful IT support and help desk certifications you can pursue for your career improvement goals: 1. CompTIA A+. The CompTIA A+ certification is an entry-level IT certification that professionals use to improve their help desk abilities. This certification helps IT help desk ...

  16. Bureau of Credentialing

    Credentialing Knowledge Base/Help Desk. Professional Educator Preparation Programs. New Hampshire Department of Education. 101 Pleasant Street. Concord, NH 03301-3852. (603) 271-2409. Portable Document Format (.pdf) . Visit nh.gov for a list of free .pdf readers for a variety of operating systems.

  17. Early Childhood Education (ECE) Help Desk

    Education requirements for the DC early childhood workforce go into effect for most staff types on Dec. 2, 2023. The Early Childhood Education (ECE) Help Desk is here to help answer questions, provide resources, assist with planning, and offer individualized assistance with paperwork. ECE Help Desk can assist with…

  18. Army upgrades Soldier tuition assistance portal

    Beginning Aug. 29, an upgraded version of the ArmyIgnitED portal will go online to provide Soldiers, education counselors, and academic institutions a smoother and more reliable experience for processing Army Tuition Assistance Requests. The Army is improving ArmyIgnitED by transferring it to a new technology provider through the cooperative ...

  19. Getting a help desk job with no degree, and no certs?

    B1acksun71. • 3 yr. ago. Yes it's possible. After all it is entry level. However remember it will be competitive so if your stack against someone with a formal education or even no education and 1 cert it can be hard to run with. Really need to show your passion and your commitment to customer service for that gig.

  20. Resources to Help You Fill Out the FAFSA

    FAFSA: Ways to File. There are three ways to complete a FAFSA: 1) Online at fafsa.gov, (This is the quickest and easiest option!) 2) Access FAFSA to print out a FAFSA PDF. 3) Call 1-800-4-FED-AID [1-800-433-3243] to request that a paper FAFSA be mailed to you. In some cases, you might be able to apply directly through your school.

  21. Online Learning Support

    Get online learning support from Accelerate Education and our courses, designed to increase educational opportunities for students in K-12. Login with SmartOWL . Username or Email Address. Password. ... Help Desk. Get quick online learning support now! Toll-Free Number. 866.705.5575. Get Help Online. Visit Help Desk Website. Help Desk Hours ...

  22. IT Help Desk Jobs Jobs, Employment

    IT Support Technician. JTEKT North America 3.3. Telford, TN 37690. $25.62 - $32.00 an hour. Full-time. Monday to Friday + 3. Easily apply. Provide first and second level support to users with computer hardware and software issues. Should be proficient with Microsoft Office products and Windows….

  23. 2024-25 FAFSA Student Aid Index Update and Timeline (Updated March 1

    The Department will continue to assist our external partners through webinars, resources, and updates on the Knowledge Center.We also welcome our partners to continue to submit questions related to the 2024-25 FAFSA launch using the Contact Customer Support form in FSA's Partner Connect Help Center. To submit a question, please enter your name, email address, topic, and question.

  24. 75,576

    Arizona students benefit from an Empowerment Scholarship Account (as of 02/26/24) Parents have the right to choose what's best for their family and have their education tax dollars pay for the school that meets their child's needs. Empowerment Scholarship Accounts (ESA) make that possible. With the ESA program, the money that would pay for ...

  25. Enrollment Manager Frequently Asked Questions

    Please refer to the Enrollment Manager SCO User Guide on the Resources for Schools page for additional guidance. Pre-existing User Log-in. 1. Navigate to the VA EPP by going to. 2. Select the "SSOe" button. 3. Select the following applications below to login and follow the appropriate steps to login: a.

  26. TS DSC Teacher Recruitment 2024: Application process begins for ...

    T he Commissioner of School Education, Telangana, has begun the application process for 11062 posts of School Assistants, Secondary Grade Teachers, Language Pandits & Physical Education Teachers ...

  27. UPSSSC Pharmaceutical Ayurvedic exam 2024:Today last date to apply for

    Story by HT Education Desk • 1d T he Uttar Pradesh Subordinate Services Selection Committee (UPSSSC) will end the applictaion process for Pharmaceutical Ayurvedic Main Exam 2023 today, March 3.