Oglethorpe University is a small private college in Atlanta, Georgia that offers a liberal arts education as well as professional programs. Oglethorpe University provides a unique learning experience in a dynamic urban setting.
Oglethorpe University has roughly 1,500 students, and the IT help desk supports roughly 300 users. The IT department is a very bare-bones team of eight people. Sheila Gonzalez, IT system administrator at Oglethorpe University, has been at the university for about three years. When she joined, ServiceDesk Plus was the first unified service management solution that she used, and then she implemented ADManager Plus and Endpoint Central.
ServiceDesk Plus has been of great use to the IT team of Oglethorpe University. Gonzalez described how she arrived at the university from an Autotask and Spiceworks environment. She also discussed how, in terms of a help desk, ServiceDesk Plus has been able to have different roles for each of the technicians and how she doesn't have to look at every single ticket that's in the queue; she can just filter out her own tickets.
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It [ManageEngine] really makes my life a lot easier and less hectic. ServiceDesk Plus, in terms of a help desk, has been able to assign different roles for each technician. I don't have to look at every single ticket that's in the queue; I just focus on my own ticket queue.
–Sheila Gonzalez, IT system administrator