+ Post New Thread
Page 1 of 2 12 LastLast
Results 1 to 15 of 21
General Chat Thread, Helpdesk... in General; Does anybody use a paper based helpdesk?! lol I dont think the school is quite ready for me to put ...
  1. #1

    Little-Miss's Avatar
    Join Date
    Oct 2007
    Location
    London
    Posts
    5,508
    Thank Post
    2,371
    Thanked 741 Times in 454 Posts
    Blog Entries
    2
    Rep Power
    541

    Helpdesk...

    Does anybody use a paper based helpdesk?! lol

    I dont think the school is quite ready for me to put one on the network, that will come.

    It's just ive been flicking through this primary FITS thing and they've got a couple of templates on there.

    So in the meantime...how do you do it? Forms, folders and stuff?

  2. #2

    powdarrmonkey's Avatar
    Join Date
    Feb 2008
    Location
    Alcester, Warwickshire
    Posts
    4,859
    Thank Post
    412
    Thanked 777 Times in 650 Posts
    Rep Power
    182
    elsiegee and/or witch use a job book I think...

  3. #3
    rad
    rad is offline
    rad's Avatar
    Join Date
    Jan 2009
    Location
    Middlesex
    Posts
    2,457
    Thank Post
    323
    Thanked 305 Times in 233 Posts
    Rep Power
    109
    We run an email system.

    Every member of staff has an email address and we set up an IT Support@ email that people send their problems to. We also handle ICT roombookings through that too.

    The problem arrises when people tell you about the issue in person, but you could always email yourself the issue.

  4. #4
    somabc's Avatar
    Join Date
    Oct 2007
    Location
    London
    Posts
    2,337
    Thank Post
    83
    Thanked 388 Times in 258 Posts
    Rep Power
    111
    Quote Originally Posted by Little-Miss View Post
    Does anybody use a paper based helpdesk?! lol

    I dont think the school is quite ready for me to put one on the network, that will come.

    It's just ive been flicking through this primary FITS thing and they've got a couple of templates on there.

    So in the meantime...how do you do it? Forms, folders and stuff?
    If its only you providing support I wouldn't bother with paper forms it'll only slow you down. Just make sure you have your own log somewhere (word, excel, on paper whatever) and write down the date & time reported, issue they are having, room, teacher etc. Then prioritise the tasks and work through them.

    But I would move for an electronic system ASAP it will be more efficent even if you are the one logging things at first.

  5. #5

    Join Date
    Apr 2008
    Posts
    405
    Thank Post
    22
    Thanked 13 Times in 10 Posts
    Rep Power
    15
    People phone, people email, people attack me in person. A lot of the time I add it as a task/appointment on my phone which is synced to Outlook and I get reminders that way.

  6. #6

    CHR1S's Avatar
    Join Date
    Feb 2006
    Location
    Birmingham
    Posts
    4,486
    Thank Post
    1,570
    Thanked 459 Times in 300 Posts
    Rep Power
    212
    Quote Originally Posted by Reaper View Post
    People phone, people email, people attack me in person. A lot of the time I add it as a task/appointment on my phone which is synced to Outlook and I get reminders that way.
    Same here, although I have a help desk in place, just no one wants to use it

  7. #7

    EduTech's Avatar
    Join Date
    Aug 2007
    Location
    Reading
    Posts
    5,037
    Thank Post
    160
    Thanked 908 Times in 712 Posts
    Blog Entries
    3
    Rep Power
    270
    We have only just started getting staff to use an electronic helpdesk, and even now its only really half!

    before that it used to be, sticky notes

  8. #8
    Galway's Avatar
    Join Date
    Jun 2007
    Location
    West Yorkshire
    Posts
    1,263
    Thank Post
    8
    Thanked 296 Times in 205 Posts
    Rep Power
    98
    Somebody somewhere has to maintain it, id say its better to install a helpdesk system on an old computer and then who ever would make a paper copy just puts the details in.

  9. #9

    vikpaw's Avatar
    Join Date
    Sep 2006
    Location
    Saudi Arabia
    Posts
    5,843
    Thank Post
    671
    Thanked 1,381 Times in 1,143 Posts
    Rep Power
    349

    Lightbulb

    We had a horrible freebie php helpdesk on the intranet for over a year and no-one used it apart from a couple of people in IT dept (teaching).

    I modified it so that it had a list of our users and we could log calls on their behalf. It would trigger an email to be sent to both the IT team and also the user.

    The email to the user had a link to the intranet so they could modify and update their jobs. Slowly it is becoming more popular as they learn that it's quicker to log calls online and also update too. Phoning only works if we pick up the phone!!

    If they stop us in the corridor then we can say, log it online to remind me, otherwise i'll forget. Then they can log it or call or email, whatever, you have to strictly adhere to logging as many as you can, regardless of the form they came to you.

    Now we have a bank of over 1000 jobs logged since September and that doesn't count the little petty password changes or any SIMS issues!

    No, you can't log everything, but the more you log the better analysis you can get back from it, and then help yourself identify weaknesses, training areas, problem people / hardware.

    If you can get staff to email you can use one of the systems that allow calls to be logged automatically.

    Even if email is not an option, don't use paper, log the calls yourself using an online system. So that you are already working towards getting things online.

    We are currently trialling MyLittleHelpDesk which so far is awesome, and very efficient. Also, cheap as chips. Guy called Oz (not sure of member name) will help you. I think there's a banner on the site. The website is www.mylittlehelpdesk.co.uk and you wont pay the price listed as it's cheaper for education.

    It's really powerful, yet simple to use, has a little app that sits in your tray reminding you of jobs etc.

    Best of all it's 99% FITS compliant with the final 1% on its way soon on a free update.

    I would recommend you try that. It will take a bit of tweaking to set up, but then you can log all the calls on it, and its very expandable, so if you get more staff, or a volunteer / assistant, whatever they don't have to take over the paper system. You can share jobs etc.

    Also, if you ever (hopefully not) have to justify your job, an online log with stats will really benefit you. It's also good to show them when asking for a pay rise.
    Last edited by vikpaw; 2nd February 2009 at 03:12 PM. Reason: addition

  10. Thanks to vikpaw from:

    Little-Miss (2nd February 2009)

  11. #10

    Join Date
    Mar 2008
    Location
    Coventry
    Posts
    102
    Thank Post
    19
    Thanked 22 Times in 11 Posts
    Rep Power
    16
    I support 11 primary schools through the week and only one of them has an electronic helpdesk, the rest have books or folders that the staff write issues in, or don't usually, and then grab me on the way through the school and get me to fix stuff spontaniously. I find it works because that is what they are used to, an electronic helpdesk would be good but teachers would still have to remember to put stuff on it. I would still have "Oh, just the man, I haven't written it in the book but could you just...."

  12. #11

    SimpleSi's Avatar
    Join Date
    Jun 2005
    Location
    Lancashire
    Posts
    5,776
    Thank Post
    1,469
    Thanked 590 Times in 442 Posts
    Rep Power
    168
    @Litte-miss
    I moved from little books to a little online help desk in September.

    I wrote it myself (php/mysql) and host it on an external webserver so its available both within and outside of schools.

    As others have said - you will still get door-stopped but you end up with a fairly reliable list of all the jobs you've been asked to do.

    I just have a simple flag that I set if a job was given to me verbally so I can pass the info onto headteachers to prove the teachers don't tell me in advance

    I give priority to anyone who uses the system and proclaim this in a loud voice in the staff room

    Only 1 ICT co-ordinator has not seen the benefits of the system but then again they don't even come and get me to fix things even when I'm in the school - they wait till 3:30 to tell me they had a problem at 2pm

    It is as simple as simple can be (name, where/what - press button ) and it emails me and if I'm passing the school in question -I'll pop in and fix simple things so they don't have to wait a week.

    PM me if you'd like to see it in action and if you want a copy and you've got php/mysql facilities - I'd give you a copy of it/set it up for you

    regards

    Simon

  13. #12

    Join Date
    Oct 2008
    Location
    Somewhere in the north
    Posts
    351
    Thank Post
    11
    Thanked 14 Times in 12 Posts
    Rep Power
    14
    We didn't used to have any system so it was very haphazard. Some staff would write paper memos, the more technologically advanced would send email - but they would typically only send it to one person, instead of to the whole department. Most would report them in person or by phone.

    Now we have an address for staff to send to which copies mail to the entire department, so for most jobs whoever reads it first does it. For the more complex or specialised it obviously still gets done by a particular person. Takeup is increasing however you still get stopped in the corridors, and even if then asked to mail a request too, nobody bothers!

  14. #13

    vikpaw's Avatar
    Join Date
    Sep 2006
    Location
    Saudi Arabia
    Posts
    5,843
    Thank Post
    671
    Thanked 1,381 Times in 1,143 Posts
    Rep Power
    349
    Quote Originally Posted by grumpy_git View Post
    We didn't used to have any system so it was very haphazard. Some staff would write paper memos, the more technologically advanced would send email - but they would typically only send it to one person, instead of to the whole department. Most would report them in person or by phone.

    Now we have an address for staff to send to which copies mail to the entire department, so for most jobs whoever reads it first does it. For the more complex or specialised it obviously still gets done by a particular person. Takeup is increasing however you still get stopped in the corridors, and even if then asked to mail a request too, nobody bothers!
    if they don't follow the rules, then don't fix it! they'll learn.
    we have one email that forwards to many.
    one thing i like about the system we are trialling is that there is a common pool of calls, that you can take ownership of for a while, contribute to and then release if need be.
    we were finding that sometimes jobs were left untouched, or everybody changed the password and it was done 3 times!

  15. #14
    TechSupp's Avatar
    Join Date
    Mar 2007
    Location
    South Yorkshire
    Posts
    1,875
    Thank Post
    295
    Thanked 120 Times in 101 Posts
    Rep Power
    40
    Quote Originally Posted by bloxy View Post
    I support 11 primary schools through the week and only one of them has an electronic helpdesk, the rest have books or folders that the staff write issues in, or don't usually, and then grab me on the way through the school and get me to fix stuff spontaniously. I find it works because that is what they are used to, an electronic helpdesk would be good but teachers would still have to remember to put stuff on it. I would still have "Oh, just the man, I haven't written it in the book but could you just...."
    Thats just the same with me except I only cover 4 primary schools. Tried to initiate the idea of an online system when I first started but it fellk on deaf ears so I just went with the flow of one I know they will use, a job book or whiteboard. Trouble with an online one is that how do they report a problem of internet access when they need the internet to report it?

  16. #15

    vikpaw's Avatar
    Join Date
    Sep 2006
    Location
    Saudi Arabia
    Posts
    5,843
    Thank Post
    671
    Thanked 1,381 Times in 1,143 Posts
    Rep Power
    349

    Post

    Quote Originally Posted by TechSupp View Post
    Thats just the same with me except I only cover 4 primary schools. Tried to initiate the idea of an online system when I first started but it fellk on deaf ears so I just went with the flow of one I know they will use, a job book or whiteboard. Trouble with an online one is that how do they report a problem of internet access when they need the internet to report it?
    For me the issue isn't completely about getting them to do stuff online, it's about having the records, management, logs, tasks etc online.

    It is hard to introduce such a system especially with primary schools. When working for a secondary school, but offering support to a local primary, yes, a log book was in place.

    However, the log book was filled in by any staff, but to get me to go there and visit the school / read the book, the secretary was told to either phone or email!

    For urgent jobs they would get the secretary to email me the exact issue so i'd have a heads up. No point turning up to find a drive failure is logged in a book, then have to go away and return later or another day with replacement.

    It's a slow process, but as IT support we have to be the ones guiding the schools to use online systems, no matter how slowly at first. Even if just one teacher or the IT co-ordinator emails you at first: Success. Even if it's from home initially. Eventually the other teachers will know that they can get a quicker response by telling that person to email you.

    At some point they will want to do it themselves. Get hold of their home emails (i'm sure many will have them), and send them viral emails so they get into the habbit of communicating with you by email.

    I've had staff that outright refuse to use email as an official channel of communication yet spend all day sending jokes / chainmail to eachother. (which reminds me of a chainmail joke- must post it.)

    Surely the long term goal is to get these staff offay with computers. Come on, they are supposed to be teaching the students. It's a battle of attrition, but one we have to keep fighting.

SHARE:
+ Post New Thread
Page 1 of 2 12 LastLast

Similar Threads

  1. What do you look for in a helpdesk?
    By bizzel in forum Coding
    Replies: 19
    Last Post: 23rd March 2011, 04:41 PM
  2. Zero One Helpdesk
    By Scotmk in forum Wireless Networks
    Replies: 9
    Last Post: 21st April 2009, 04:03 PM
  3. which helpdesk
    By Chris in forum How do you do....it?
    Replies: 32
    Last Post: 11th June 2008, 08:38 PM
  4. My Little Helpdesk v0.9.6b
    By pmassingham in forum Downloads
    Replies: 5
    Last Post: 8th April 2008, 03:00 PM
  5. One or Zero Helpdesk
    By wesleyw in forum How do you do....it?
    Replies: 8
    Last Post: 18th October 2006, 08:30 AM

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •