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We have a Fault log which we fill in whenever we're asked for help and another near the staff room to stop people grabbing us in the corridoor.
But i think i need to do more to cover myself, after i was informed by a teacher the other day that my NM was blaming me for not having any projector bulbs in stock even though i told my NM weeks ago we didnt.
But do i really have to write down every conversation i have?!
How do you work?
Put it on a whiteboard in the office
Just get a diary - a day per page and just write down important things that happen. For example, people you have informed of things, major things you have done that may have impact later, things "out of the ordinary" you are asked to do and so on.
helpdesk. its the only way. If something goes wrong get it noted, then work on it.
that way you get the user detailing there problem in writing which stops them changing the goalposts and forgetting what they said in the first place. it also means you can log your own tasks. in the case of ordering bulbs i'd note where they were for, which budget they were from, where they were coming from , order number, etc etc.
You should have sent your NM an e-mail so then he can't say he didn't knowQuote:
Originally Posted by Little-Miss
We have a group in AD called "help"
This is linked to all our technicians and network manager when staff email "help" it sends the email to all of us, so no one can say they didnt get it!
conversation get noted on small notepads and then added onto the helpdesk as tickets.
We have a helpdesk system which staff can submit jobs directly to, and we add all other jobs to as well. We can see at a glance exactly what's going on. I'm extending this to include a 'diary' as well for ICT requests that are booked weeks in advance, like setting up projectors in conference rooms and the like.
Any advise that's issued is always e-mailed to staff even if it was given verbally, so if a member of staff acuses us of not providing a solution, we have the proof by the e-mail. Any advice or recommendations I give to my ICT-Co-ordinator is also exchanged by e-mail at his request.
All works well for us.
Mike.
I use notepad's a lot, I have 2 whiteboards where people can put notes (one next to my desk and the other in the staff room), they can also email me, use the helpdesk directly, put a note in my pigeon hole or leave me a voicemail message. I am now in a state of discouraging people telling me things in person - as I have so much to remember as it is, I generally forget. I am going to also remove some of those options, such as the whiteboards and pigeon hole (as it means I have to go and check them all the time).
If there is something that needs ordering due to us being low on stock I generally speak to the bursar straight away and warn them and then put an order on their desk to sign.
lol, we're in the dark ages...
Email!! phah! These people send fecking memos!!!
My NM leaves scraps of paper on my desk!!
Have already considered buying myself a little notepad, confirmed that now.
A helpdesk type system would be cool. Anyone got any recommendations?
There are loads of threads about helpdesk software and scripts on here but they will vary depending on your requirements. Popular ones include My Little Helpdesk, Liberum, OneOrZero and GLPI.
There's a book for all IT problems at each of my schools and I use MS OneNote to keep track of what needs doing where.
Works well for me as it's easy to set tasks so they appear in Outlook which is my primary email client
We have a commercial help desk solution which also keeps track of software product keys etc. We then ensure a link to the helpdesk intranet page is placed on staff desktops.
The problem? Well currently there is over 100 jobs on it, staff get impatient and duplicate their requests and they don't really give many clues! ('Computer not working near the window'...Might help if they at least provided a room number!!)
Thats one of the advantages of GLPI - staff are assigned their computers via it, so when they post a problem they can choose it from a simple drop down list, or if they want to report other ones as faulty they can simply search for them - or if they're lazy they just put it in the description box.Quote:
Originally Posted by googlemad
We ask that staff log all calls on our web based helpdesk, and most of them do. We come up against the same issues, with staff logging duplicate calls, logging for wrong rooms etc. Although their IP address is logged, it isn't always helpful. Having said that, those issues are relatively minor and the logging system works fairly well.Quote:
Originally Posted by googlemad