Large Public Research University Graduates to NITRO Help Desk

One of the largest public research universities in the United States was looking for a help desk that could serve the needs of each of the college’s IT departments. Each college in the University (and sometimes each department within each college) runs its own IT department. The University needed a solution where each college could have its own help desk application while also escalating tickets to Central IT as needed.

They came to Crow Canyon Software for a solution and found that NITRO Help Desk was exactly what they needed to meet their IT Help Desk needs.

“NITRO Help Desk is exactly what we needed. We are thrilled to have a solution that meets all our needs departmentally as well as university-wide.”

– CIO

NITRO Help Desk gave this large public research university the power to improve insights and stay on top of burgeoning issues. Now they can see issues submitted through every department and college rolled up into one view from Central IT. Central IT can then stay on top of larger issues as they see tickets coming in about the same issue across multiple departments and colleges.

Not only that, the ease of use of NITRO Help Desk has improved service delivery times for quicker issue resolution. This helps them keep operations running smoothly for both students and staff.

On top of all the immediate benefits, details about issues are tracked and retained in a Knowledge Base for future reference to support a help desk that only grows stronger and more advanced over time.

“NITRO Help Desk has been instrumental to us in providing good service to staff and students. It has helped us stay ahead of issues and establish a reputation for fast, proactive resolutions.”

– CIO

With the NITRO Help Desk benefits, layered on top of the Microsoft Office 365 & Teams environment, this implementation was very successful. Since this implementation, the University has also purchased our Assets program for various colleges, as well as our Facilities/Work Orders program to further help them keep their large campuses running smoothly.