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 (HEAT Self Service web address:
- http://helpdesk.dcboces.org/heatselfservice). (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 x 3333
eMail: helpdesk@its.dcboces.org
For more information:
Robert Manvell
Director
Educational Resources
Dutchess BOCES BETA
900 Dutchess Turnpike
Poughkeepsie, New York 12603
v: 845.486.4840 x3074
f: 845.486.4781
rmanvell@its.dcboces.org
