Originally Posted by GrumbleDook
Priority 1 - whole school issues. Servers going down, no access to the internet ... that sort of thing.
Priority 2 - anything affecting the learning of a whole class or group of classes. This can be a switch failed in a single room or even the failure of a teacher's laptop or projector if it is delivering course materials to the whole class.
Priority 3 - individual user.
Some things might get squeezed in if time allows ... password changes take seconds so can be done quickly ... and if a call comes in from Senior Manglement then they get the option to go to the top of the list ... but only after you mention "if I do this for you it means that I cannot do x for class y ... as long as you are happy that you want me to do it that way" ... they take responsibility for something not being done.
And everyone is happy ... erm ... ish