Don't Overlook Your Help Desk! How Golden Gate University Supports The Demands Of Their Unique Online Student Population

Concurrent Session 9

Session Materials

Brief Abstract

Learn how Golden Gate University utilizes help desk services to meet the demands of a unique online student population of adult learners and ensures a positive technical support experience for their online programs. The 24/7 help desk support allows the school to offer enhanced technical support, allowing students to access services on demand, including outside regular business hours, 24/7, 365 days a year.Learn how Golden Gate University utilizes help desk services to meet the demands of a growing online student population and ensure a positive technical support experience for their online programs. 24/7 help desk support allowed the school to enhance technical support, freeing up more resources to focus on growing their online business.

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Presenters

Doug Geier is the Director of eLearning and Instructional Design at Golden Gate University where he oversees LMS support, instructional design, help desk and proctored testing services. He also leads initiatives with GGU's Center for Teaching and Learning Excellence relating to academic technology, faculty development and pedagogical challenges. He was a 2012 participant in the Online Learning Consortium’s Institute for Emerging Leadership in Online Learning and is an active member of the OLC community. Doug also serves on the Substantive Change peer review committee with the WASC Senior College and University Commission. In previous roles, Doug has held positions in educational software publishing and online learning as a producer, content developer, and instructional designer. GGU is a private, non-profit university located in San Francisco, California that offers undergraduate and graduate programs in business and management, taxation, and law. Many programs are offered both in-person and entirely online.

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Extended Abstract

In this session, attendees will learn how Golden Gate University utilizes help desk services to meet the demands of a unique online student population of adult learners, many of whom work full-time, requiring on demand support, ensuring students get a positive technical support experience for their online programs. The 24/7 help desk support allows the school to offer enhanced technical support, allowing students and faculty to access services outside of regular business hours, 24/7, 365 days a year.

Services have also greatly increased accessibility, as both students and faculty can reach out for technical help via email, phone, and chat anytime, anywhere.

Additionally, discover how Golden Gate University:

  • Partners with the 24/7 helpdesk to ensure optimal service as they roll out new platform features.
  • Reduces hours lost to technical difficulties with 24/7 help desk support for online learners.
  • Improves the online learning experience with personalized, accessible technical support.
  • Uses data from the help desk to more effectively address and prevent student technical issues.
  • Evaluates and establishes a  successful partnership with a help desk partner, allowing them to focus on growing their online programs.

And learn how the Pearson 24/7 Help Desk Services and Technical Support Team ensures:

  • 24/7 quality of service to students and faculty, over 90% CSAT rating (in 2016).
  • Quick and accurate service with over 85% First Call Resolution (in 2016).
  • Support using different supporting channels that adapt to students needs (phone, chat, web-form and desktop sharing).
  • Regular reports are run to help the institution identify students and faculty call trends that can help improve service and the technology students are using.
  • Availability at all times to answer students and faculty questions.