Jamestown Community College Utilizes HelpSTAR 2012 to Enhance Productivity and Provide Superior Service to Students and Staff
OAKVILLE, Ontario, July 17, 2012 /PRNewswire/ — HelpSTAR, a leading pioneer of help desk software, today announced that New York’s Jamestown Community College (JCC), a comprehensive, regional, open-access institution that embraces academic excellence, relies on HelpSTAR to provide staff, faculty and students with reliable, efficient features that assist with help desk activities as well as online course and transcript programs.
Thirteen years ago JCC received a state grant to develop its IT department and increase the efficiency of incoming IT support calls. After searching for a software solution, the staff chose HelpSTAR for its ease of use and affordability. Today, Dave Gibson, JCC Help Desk/User Support and the JCC IT team, support three campuses, 600 staff and over 3500 students, utilizing HelpSTAR to drive efficiency above and beyond their normal help desk activities. His team oversees any technical support that is needed across the campuses from accessibility to the Internet from within the dorms to computer problems with staff and faculty.
“We have been using HelpSTAR for years and with the great new features in HelpSTAR 2012, our JCC IT team and I are more efficient than ever,” said Gibson. “It’s important to give accolades to vendors who go above and beyond, and HelpSTAR does just that. As far as I’m concerned, we’ll use HelpSTAR until I retire and beyond. Simply put, they are outstanding.”
Gibson and the JCC IT team rely heavily on HelpSTAR’s Web Portal to assist with JCC login or online course problems, providing its customer base with the assurance that issues will be addressed in a timely fashion. Additionally, students and staff have found using the Web Portal to gain access to the Knowledge Based Articles extremely valuable and informative for looking up common problems. It provides them with the means to resolve many issues on their own. Gibson is most impressed by HelpSTAR’s support staff and has found everyone to be exemplary, recalling instances where they received the support they needed within minutes, not hours.
“Supporting our clients’ needs by providing them with tools to enhance their efficiency and productivity is always our top priority,” said Igal Hauer, CEO of HelpSTAR. “Dave Gibson and his team rely on our software to provide superior features and top of the line support and we are excited to see how our Web Portal enhances their service initiatives.”
HelpSTAR help desk software is an easy-to-use service desk collaborative suite that provides rapid issue, problem resolution and change management capabilities out of the box without the need for lengthy deployment and staff training. Designed for organizations with 10 to 500 support reps servicing 100 to 50,000 employees, HelpSTAR expedites problem handling through features such as intelligent queuing, various self-help tools and prompts such as alarms, follow-up reminders and automatic priority escalation. It offers both a built-in library of standard reports and custom query capabilities. HelpSTAR is available in both client/server and web-based versions running on Microsoft or Microsoft SQL. For more information, visit www.helpstar.com
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