The goal of IT Support at NFTE is to shift from the common reactionary support model to a proactive approach that empowers staff. This will include innovative training resources as well as increased automation around daily support requests.
NFTE IT utilizes a Salesforce integrated helpdesk solution (Desk.com) that will enable an on-going stream of value adds as we identify new ways to automate related processes. We've established an internal service level policy to ensure our attention and fair prioritization of all staff requests.
Our training resources are available 24/7 and organized within specific groups in our NFTE Training external network on Yammer. We are increasing our dialogue with teams around the use of the technologies we implement. Allowing IT to design task-focused training paths that mirror daily use cases.