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Technical Support Services and Training

December 09, 2008

Overview

The HISD Service Desk provides technical and procedural assistance to the HISD customer with problems related to workstation hardware and software failures, Wide Area Network (WAN) and Local Area Network (LAN) failures, password resets, and SIS-Chancery, SAP, PeopleSoft (Time and Labor and Payroll), Microsoft Office productivity tools, Internet, and other application and system problems.

TSS provides a variety of services to HISD personnel, including Service Desk phone support, desk side support, e-mail support, and the creation of Security ID badges for District personnel. Customers may contact the Service Desk via e-mail at helpdesk@houstonisd.org or at 713 892-7378. The Service Desk hours of operation are Monday through Friday, excluding holidays, from 6:30 a.m. until 5:00 p.m. We are currently taking on projects which assist in bettering the Service Desk environment to better resolve issues.

The Training Division provides a variety of technology training services and support for training events in HISD. Primarily, this division provides non-FFS (fee-for-service) training on enterprise-wide district applications (Chancery/SMS, PeopleSoft, SAP and VCM). Training support includes facilitation of other training events at the Teledyne Building location (computer set-ups and registration of course sessions in the available labs). Additionally, Trainers provide SME (subject-matter expert) support for the Service Desk analysts for Chancery/SMS, PeopleSoft, SAP and VCM as need arises.

Service Desk Objectives for the 2008-2009 School Year

  •  Ensure customer satisfaction with timely problem resolutions.

  •  Provide a single point of contact for reporting problems.

  •  Continually improve group and individual metrics.

  •  Utilize customer feedback to improve processes and skills of analysts.

  •  Better utilize tools as means to improve processes and monitor progress of Service Desk.

  •  Institute employee recognition program based on performance.

  •  Monitor and make sure Technology Portal site is updated.

  •  Continue building a productive knowledge base.




Training Objectives for the 2008-2009 School

  • Align Chancery training with district mandates (Student Information, Federal & State Compliance, etc.).

  • Align PeopleSoft training with district mandates (Payroll, PeopleSoft, Human Resources, etc.).

  • Align SAP training with district mandates (SAP, Finance & Budgeting, HR, etc.).

  • Align VCM training with district mandates (Networking, Security, Technical Support Services & Training, etc.).

  • Evaluate training and make improvements, as identified.

  • Host district-wide “Open Labs” to support users with post-training hands-on needs for enterprise-wide applications.