Celebrating Three Years of Revolutionizing K-12 Support with Virtual Help Desk (vHD)
Five Star Technology Solutions proudly marks the third anniversary of its game-changing Virtual Help Desk (vHD). Since its release in April 2022, vHD has transformed how schools and districts access technical support, leading to increased efficiency, cost savings, and a greater focus on student learning.
Over the past three years, Five Star’s Virtual Help Desk technicians have consistently delivered exceptional support, boasting an average response time of under one minute while fully remediating 35-40% of incoming support tickets. These technicians work hand-in-hand with a school’s on-site technology team, providing crucial support and information for 100% of tickets submitted through vHD to help streamline the process.
“I am incredibly proud of the impact the Five Star Virtual Help Desk has had on our school partners over the past three years,” states Dr. Jason Roseberry, CEO / President of Five Star Technology Solutions. “vHD ensures that our school districts can save money on Tier One support while keeping their technology team focused on the problems that only they can solve. We help teachers stay focused on what matters most - student learning.”
The genesis of vHD stemmed from a direct need identified in 2021. “During the pandemic, we were asked by multiple schools if we had a virtual help desk to help support teachers remotely,” explains Nathan Davidson, Vice President of Partnerships. “We could have quickly spun something up and made it ‘good enough,’ but that didn’t seem right; however, we knew it was something we needed to develop. Three years later, our Virtual Help Desk has accomplished exactly what we set out to do. We believe we have innovated the desktop/Tier 1 support model, and I couldn’t be more proud of the service our Virtual Help Desk technicians provide.”
Built in collaboration with Thread, vHD’s success is rooted in its user-centric design and the expertise of its support team. “One of the greatest joys I experience is helping teachers and students during stressful times, such as state testing or assessments,” says Jamie Tennis, Director of Technology. “Deploying a missing app or accessibility feature in real-time, without causing classroom disruptions, has a significant positive impact. There's no waiting in line, and we pride ourselves on engaging with the user as quickly as possible to provide immediate assistance and valuable information for every issue.”
The vHD team's deep understanding of the K–12 environment is another key differentiator. “Our Virtual Support Specialists have worked on site and understand firsthand the challenges educators face daily,” emphasizes Tammy Surber, Senior Director of Onsite Services. “Understanding the urgency when technology fails, we work on 100% of the tickets that come through, providing crucial initial support and information that saves significant time for our onsite teams, allowing teachers to focus on teaching instead of troubleshooting techy problems.”
Celebrate with Five Star and Learn More:
🎉 Discover how the Five Star Virtual Help Desk can revolutionize your school or district's tech support. Easily build an estimate with no email required by clicking the button below ⬇️
🎂 Don't miss our free webinar, “What We’ve Learned: 3 Years of Virtual Help Desk” on May 20th at 11am EST. Join our Director of Technology, Vice President of Partnerships, Lead Virtual Support Technician, current vHD clients, and current vHD technicians for a valuable round table discussion. Register now, and we’ll also send you the recording for free, along with a PDF breakdown of the key discussion points.
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