educational technology support
Androgogic provides Tiers 1 and 2 educational technology support for online learning systems including a service desk available by telephone or email open 8am - 10pm Monday to Friday and 9am to 5pm Saturday and Sunday
Androgogic has strong procedures for delivering educational technology support services including:
- the use of a defined set of service levels and processes for responding to support tickets
- support tickets can be lodged via:
- phone
- web form
- ticket management via ITIL-compliant support incident management software with SLA tracking
- a dedicated Support Desk Manager and team of support staff who:
- continually review incoming support tasks and either resolve them on the spot or assign them to the right second level technician to ensure issues are solved quickly and efficiently
- regularly review tasks by type and works with the Androgogic Educational Technology, Development, Educational Design and Change Management teams to improve processes and systems
- regularly meet with client-partners to confirm that support issues are being addressed quickly and to their satisfaction.
For full details of the new Androgogic ITIL conformant Tier 1-3 support desk, refer to the Support page.