Marshalltown Community School District – E-Learning Support for Students & Teachers
Marshalltown Community School District (MCSD) needed a service desk to support students and teachers as the new school year began remotely.
Challenge
MCSD needed a service desk as the new school year began. The school recognized the need after speaking with other districts that were seeing as many as 800 calls per day coming from students with remote learning technology issues. Amy Harmen, technology director for MCSD said, “We saw we had a need for a centralized help desk.” She also noted that “with so many people calling with questions, there just wasn’t enough infrastructure in any department to handle the influx of calls and emails.”
Solution
CDW and Mechdyne offered our E-Learning Technical Support service, which includes a toll-free phone number and a dedicated E-Learning support team assisting the MCSD community throughout the workweek. Mechdyne’s E-Learning Service Desk acts as the first touch when a student or parent has an issue, routing any calls back to the school’s IT team that needs further permissions or contains confidential student or district information.
Outcome
While Mechdyne is contracted for 750 tickets per month, the E-Learning team fielded over 300 on the first day of service. Amy Harmsen said, “Today we had 300 calls to Mechdyne alone and they were able to solve 257 of them. They routed the rest to us which were high-level tech concerns. We had a lot taken off our shoulders and the shoulders of administrators.” The MCSD Superintendent, Theron Shutte, also noted that “Mechdyne’s obviously been a tremendous partner with us.”