The Omaha Public Schools' Help Desk is the heart of technology support for the District. Our staff answered over 26,000 calls, and helped hundreds of people who walked into the Help Desk office. In addition, with the assistance of remote software within the District, we troubleshoot calls as well as train people on the use of applications over the phone. All calls that get escalated to the next level for resolution, start with a contact to the Help Desk. About two-thirds of our calls and requests are addressed and resolved by the six Help Desk staff members.
When new staff is hired, email and network accounts are created automatically, and our team provides training in the use of applications which align to their duties. As new employees come on board, we work with the Identity Management team to ensure that they are able to gain access to the network and District core applications as quickly as possible. We have subject matter experts, (SME's). for each of our core applications so that we can efficiently support the instructional as well as business applications. The use of Social Media continues to grow and the creation of those accounts initiates at the Help Desk. While the Help Desk does not directly support parents, assistance is provided for student computing equipment as part of our Virtual School. A coaching project that was recently implemented included a rollout of tablet devices to several hundred administrators and supervisors in every school location. The Help Desk team was an integral part of the ordering, setup and deployment of these devices. As new Office 365 applications are created and deployed, the Helpdesk remains the first contact for support.
Our hours of operation are from 7:00 a.m. until 5:00 p.m. Monday through Friday during the regular school year; summer hours are from 7:00 a.m. until 4:30 p.m. Our Help Desk team has worked collectively over 110+ years in our District. We accept phone calls, e-mails and voicemail requests to further help those customers who need additional access 24 hours a day, seven days a week without interrupting the educational process of the school day. Walk-ins are always welcome.