The Dutchess BOCES Help Desk (HD) emerged out of necessity in mid-1998. Initially, the HD recorded service requests for CoSer 519 only. The creation of the HD was driven by the rapid technological growth in the component school districts. Vast numbers of workstations to the various LANs and WAN mandated a centrally organized effort to maintain vital information. Today, the HD supports all Learning Technology CoSers and is financed through budgets accordingly. HEAT (Help Desk Expert Automation Tool) is the software used by BOCES for this purpose.
Features/Benefits of the Integrated HEAT System:
- One common database for all support teams to record information. Promotes standardization, affords service history, and facilitates the assignment process
- Self service component as an "option" for districts to enter new issues and track service status:
- KACE Systems Management (This website is password protected. To obtain access, initiate a request with the Help Desk.)
- Remote web component for technicians to update information "real-time" into the shared HEAT database
- Automated modules to process alerts, facilitate tracking of service delivery, provide necessary reports, and statistical analyses
- Improved efficiency through enhanced communication
- Increased report capabilities
Hours: 7:00 a.m. – 4:30 p.m.
Phone: 845.486.4840 x3333
For more information:
Mark Stein
Director of Technology
Educational Resources
Dutchess BOCES CTI
5 BOCES Road
Poughkeepsie, New York 12601
v: 845.486.4840 x4886
f: 845.486.4781
mark.stein@dcboces.org