Training for helpdesk is terrible, especially outside the classroom once you're on the floor taking calls. I've never seen a call center so badly managed in my life. They say things that don't reflect their actions. They say at Ellucian you either "sink or swim" but what I've seen and experienced is even if you do somehow manage to swim, someone in charge is gonna pull you under to your death.
Stop the turn over rate from happening all the time
Find a solid executive team and stay with them so the company is on a straight path.
Answered - HELPDESK MANAGER (Former Employee) - Rochester, NY
Stop hiring executives and senior employees that don't know the vertical. It's not just data -- the higher ed vertical is unique and needs to be fully understood. You have oversold technology transformation to the board. Proceed with caution.
Employee suggestion platform
Answered - Contractor (Current Employee) - Maitland, FL
I have no advice to provide. The company's CEO is doing a great job.
Answered - Sr. Learning and Development Administrator (Current Employee) - Malvern, PA