Texas State Technical College in Waco

Background

Texas State Technical College in Waco is a state-supported technical college in Texas functioning on a slim budget. The TSTC System also encompasses three other colleges in Harlingen, Marshall, and West Texas. The IT department in Waco consists of 8 Technicians who are responsible for more than 739 Faculty and Staff Users, over 4,000 students and 2000 workstations.

The Problem

The TSTC Waco IT department found themselves restricted with their eight-year-old database and began searching for a more resourceful and modern solution for their helpdesk. Their hurdles included limited availability and access, paper receipts, and inadequate reporting.

The department needed a direct line of communication between themselves and the users. They desired a web-based application accessible from any computer on the campus. Also, they required better trending and status reports.

The Solution

With the implementation of GroupLink’s HelpDesk, Texas State Technical College’s IT department is able to meet the demands of users quickly and productively. Cori Chappell is the Novell Administrator for Texas State Technical College, “our favorite features are the email automation and web-interface. These features have greatly increased communication with our customers and enabled us to better allocate our time. The fact that HelpDesk integrates with eDir, GroupWise and ZENworks keeps important information accurate while simplifying administration of the database.” said Chappell.

Conclusion

Texas State Technical College has improved processes to rapidly and effectively meet the needs of all their users. GroupLink’s IT HelpDesk has simplified these endeavors resulting in the department’s efficiency. “We greatly appreciate the GroupLink company for its products, training and support.” said Chappell. “Their assistance made this implementation a success”