I like seeing staff. I don't want to be kept hidden away.
Staff here may joke now and again that we do nothing, but really they understand that we are busy and appreciate everything. Obviously there are exceptions who'll never believe otherwise no matter what...
I think I just feel more at ease having a record in case the powers that be get called in with anything or using it as evidence for a raise or for more man power
the phones just an awful way of doing things. Its bad enough asking the users to type in an error message but how they expect you to deal with remembering all there details when your already on a job is unreal. If the school want rapid response they should commision a helpdesk sytem that will alert you in realtime with all the details of the problem. pda with gprs is ideal.
We log everything on the helpdesk - if staff phone I just jot down details and enter it on the helpdesk when it's quiet. We produce weekly statistics that are e-mailed to all staff with details of how many calls we've had, how many we've closed and how many we still have open, as well as details of system uptime. I defy any of them to say the system doesn't work - they have the evidence.
I am in the office full time - I use remote access software to view error messages and so on, and solve most calls while the staff are on the phone. We have a team of technicians who go out and do the toner replacement type of job. We are a split site school with over 2000 users and 1000+ computers. I can't see how we could do our job otherwise.
We got all of ours to use it, and it lasted for one term, then after the half term, they came back, couldn't be arsed to use it anymore and no amount of bugging them will change it.
No point with the 'dont fix it unless they log it'....because all staff do is moan to SMT that we are refusing work etc so it looks bad on our dept.
We're only trying to get them ready for BSF!!
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