Faculty and students gain reliable technical support
Help desk provides effective, responsive support for university’s online programs
Educational technology plays a critical role at Adventist University of Health Sciences (ADU), which seeks to use the latest technology to improve teaching and learning. A faith-based institution located in Orlando, Florida, ADU was founded in 1992 to educate healthcare professionals. It offers a variety of online programs and blended learning programs. Committed to growth, ADU needed a help desk provider that was responsive to its changing needs and skilled in supporting faculty and students using new technology.
ADU began working with Pearson’s Help Desk Services in 2012. The help desk provides 24/7 technical support for students and faculty in online degree programs as well as in two blended learning programs on campus. Approximately 800 online students and 350 to 500 students on campus use its services.
With Pearson’s Help Desk Services, ADU gained a partner with a “can-do” attitude, according to Dr. Dan Lim, vice president for educational technology & distance learning. Whenever a problem is raised, the help desk team finds a solution. Proactive and well-informed about new technology, the team has been very responsive to the needs of students and faculty.
The help desk personnel are quick, friendly, and efficient, providing effective solutions.
Michael Lay, Health and Biomedical Sciences Professional Faculty, Adventist University of Health Sciences
A key to ADU’s successful partnership with Pearson’s Help Desk Services has been open communication. In monthly meetings, ADU and the help desk staff discuss challenges and new educational technology to be rolled out. The help desk team provides reports before each meeting, facilitating an open discussion about issues and ways to resolve them.
According to data gathered by Pearson, the help desk team has achieved consistently strong results. The solution closure rate was 87 percent in 2013 and 89 percent in 2014. From January through February 2015, the rate was almost 90 percent. On surveys from 2013 through February of 2015, 90 percent of respondents rated the help desk services as good or excellent. “Making customers happy,” Lim noted, is the help desk’s “number one priority.”
To learn more about the help desk services at ADU, read the full success story.
Percentage of Survey Respondents Rating Help Desk Services as Good or Excellent, 2013–February 2015