How to give users what they need and cut down on help tickets

See how you can help users be their most productive and eliminate the “fun” of addressing duplicate IT help tickets.

February 5 2018 by

Nick Thompson

Wouldn’t it be great to be able to anticipate user needs in a way that allows them to be their most productive, while also saving you the “fun” of addressing duplicate IT help tickets?

Well, smile with me, you can. And how do I know it can be done? Chris Hafner of Brewster Academy is living proof.

As an IT support analyst at Brewster, Hafner fosters a culture of user empowerment. Based in Wolfeboro, NH, Brewster implemented one of the first laptop 1:1 programs in education over 20 years ago, and now supports more 650 Apple devices in the digital classroom. To tackle all Apple device needs, Brewster leverages Jamf Pro and only one Jamf admin, Hafner.

On the surface, that may seem like mission impossible for one admin. But by anticipating user needs, it’s more than doable. So, how does Hafner anticipate needs and empower users? Through Jamf Self Service.

Self Service is an app catalog that IT populates with apps, software and device configurations. The most requested resources can be put in Self Service and made available for users on demand. Get a lot of requests for the same app? Or new users need help mapping to printers? Or what about a spot to reset passwords? No problem. Put them all in Self Service. Say goodbye to routine help tickets and hello to more strategic tasks.

Now you see why an IT admin can manage over 650 devices? Because a lot of the work is done in advance. Hafner moves on with his day, and users get what they need when they need it.

But that’s not all…
In addition to using Jamf Self Service, Brewster also leverages the powerful back-up tool Code42. As Hafner rolls out Apple Enterprise Connect to help with directory authentication, he will leverage scripts to automatically authenticate their Code42 users through their customer installer, as well as Self Service. This will help them achieve a true Single Sign-on (SSO) integration, without the need for Active Directory binding or a web-based SSO service.

But don’t just take my word for it? Let Hafner fill you in on how Jamf and Code42 worked together to support Brewster’s vision of building a culture of self-sufficiency among students and faculty.

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