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IT Support Enhancement Project for EduVision Entrepreneurial Platform

Closed
Main contact
Silicon Valley Learning Lab (SVLL)
Silicon Valley Learning Lab (SVLL)
Winter Park, Florida, United States
Khalouk Shahbander
Employer
3
Project
120 hours per learner
Learner
Anywhere
Intermediate level

Project scope

Categories
Change management Cloud technologies Information technology Security (cybersecurity and IT security)
Skills
escalation procedures self service technologies key performance indicators (kpis) service delivery improvement timelines innovation automation knowledge base workflow management
Details
  1. Develop a comprehensive IT support strategy and implementation plan to maintain engagement and proactively address potential challenges throughout the learner journey.
  2. Identify automation strategies to facilitate engagement with key platform infrastructure (such as AI-enabled chatbot development)
  3. Provide support to students throughout the planning process
Deliverables
  1. IT Support Workflow Analysis: Conduct a thorough analysis of our current IT support workflows, including ticketing systems, escalation procedures, response times, and resolution rates.
  2. Gap Analysis Report: Identify gaps, bottlenecks, and inefficiencies in the existing support processes, highlighting areas for improvement and optimization.
  3. Improvement Recommendations: Propose recommendations for enhancing IT support services, such as implementing self-service portals, automation tools, knowledge base enhancements, or training programs for support staff.
  4. Implementation Plan: Develop a detailed plan outlining the steps, resources, timelines, and dependencies for implementing the proposed improvements.
  5. Solution Implementation: Execute the implementation plan, deploying new tools, processes, and procedures to enhance IT support efficiency, responsiveness, and user satisfaction.
  6. Performance Metrics Tracking: Define key performance indicators (KPIs) to measure the impact of the implemented improvements on IT support service quality, productivity, and user experience.
  7. Documentation and Training Materials: Provide comprehensive documentation and training materials covering the new support processes, tools, and best practices to facilitate smooth adoption and ongoing support.


Mentorship
Domain expertise and knowledge

Providing specialized knowledge in the project subject area, with industry context.

Skills, knowledge and expertise

Sharing knowledge in specific technical skills, techniques, methodologies required for the project.

Hands-on support

Direct involvement in project tasks, offering guidance, and demonstrating techniques.

Tools and/or resources

Providing access to necessary tools, software, and resources required for project completion.

Regular meetings

Scheduled check-ins to discuss progress, address challenges, and provide feedback.

Supported causes

The global challenges this project addresses, aligning with the United Nations Sustainable Development Goals (SDGs). Learn more about all 17 SDGs here.

Decent work and economic growth

About the company

Company
https://svlearninglab.com
Winter Park, Florida, United States
2 - 10 employees
Technology

SVLL (SV Learning Lab) is a forward-thinking edtech organization dedicated to enhancing educational experiences through innovative technology solutions. Focused on integrating cutting-edge strategies like gamification, SVLL aims to improve student engagement and learning outcomes. The company specializes in developing tools and platforms that foster financial literacy and other essential skills, empowering learners to achieve their full potential.