On July 1st 2013, The Xtreme Redmond office opened up its Labs Online support desk for operations. The support team provides phone, email and chat support to instructors and students in over 150 countries worldwide who are using Xtreme’s Hosted Virtual Labs for training in IT specialties. Some of the training programs which use this lab service are Microsoft Official Academic Courseware (MOAC), Microsoft Official Courseware (MOC), MOC On-Demand (MOD) and edX (www.edx.org).
The team of four provides support to users 99 hours a week, helping over 300 students and handling up to 800 support requests each month. On Tuesday, February 23rd 2016 the team opened and resolved their 10,000th ticket since the support desk opened for business.
The support calls can be from individual students, instructors or school administrators. The questions handled include problems following lab instructions, course content issues, user machine or network problems and platform outages. In addition the support team monitors the Lab Hosting platform back-end services and user gateways to maximize uptime and availability.
The team, which is currently looking to fill two new positions, required to handle the increasing workload, consists of Glenn Alkinburgh, Karl Westerholm, Addison Williams, and Chet Marshall all managed by Kevin Parry, the Support Manager.
For more information on the Labs Online support desk, please reach out to Kevin Parry – email@example.com