How do you do....it? Thread, Getting staff to use an online helpdesk in Technical; I'm having a bitch of a time getting staff to use the helpdesk system we have in place in the ...
26th February 2008, 09:31 AM #1
Getting staff to use an online helpdesk
I'm having a bitch of a time getting staff to use the helpdesk system we have in place in the school. It's not complex - all they need to login is their staff email address. There are only two fields, a summary and description.
What methods have you used to get people to use such a system?
26th February 2008, 09:34 AM #2
What I tend to do is make it their ONLY means of doing something. If they want to report a fault, they register the fault on the helpdesk. If they stop you in the corridor or leave you a note, direct them to the helpdesk. It's worked here with things like online room booking systems.
26th February 2008, 10:20 AM #3
We use a Liberum Help Desk and it works well with the majority of staff. Then there are the special members of staff who refuse to use, so they get left til last. )))
26th February 2008, 10:22 AM #4
This as well, how ever little it maybe - just tell them to put it into helpdesk. It also builds up the work you've done - and is a good knowldge base as well.
Originally Posted by paulsharpe
26th February 2008, 10:22 AM #5
We've had a bit more success with getting staff to use the online helpdesk (OneOrZero) and booking System (MBRS) as we eventually got the backing from the Head.
We still get the corridor requests, but they soon get the message that it can't be done that way any longer
26th February 2008, 10:26 AM #6
Get backing from SMT/Head once you have that you can ask them to tell all staff to use the helpdesk.
Don't respond to ad hoc queries direct them to the help desk.
26th February 2008, 10:30 AM #7
Advise them that it is in their best interests to use the helpdesk - helpdesk requests get priority, and we won't forget (whereas corridor-approach requests usually do get forgotten).
26th February 2008, 10:46 AM #8
Well I have one teacher on board who popped in to my office this morning with a request. After a polite explanation of the system, along with good humour and my charming personality, she went back to her room and did just that. It seems a smile goes a long way.
Originally Posted by webman
26th February 2008, 12:13 PM #9
All requests must go through the helpdesk, no exceptions! Get your SMT to back it as well, then when they go complaining to them about 'how long it takes them' you'll be backed up by SMT.
You'll be surprised how quickly people get used to it once they don't have a choise, we've been running ours about 15 months here and we've just had our 3020th ticket put in (literally this second!)
26th February 2008, 12:44 PM #10
Wish we could get SMT to back ours...they support us having it but refuse to back us on it being the primary means to report a problem, they say phone should be first. For urgent problems, yes but some of the stuff we get called about takes the piss to be honest, and continually disturbs us
So whether its successful in your school depends a lot on SMT
26th February 2008, 01:15 PM #11
So what happend when you are not there to answer the phone?
Or do you have someone sitting by the phone all day, in that case then yes that's fine as long as that person then enters the details into the helpdesk.
If I had someone that was next to the phone all day thats what I'd do anyway.
26th February 2008, 01:18 PM #12
Indeed, in big companies that's how it works. You have one or more helpdesk staff to take calls and screen out the idiotic/simple questions. Anything complex/involved gets logged to the helpdesk by the helpdesk staff on behalf of the caller.
Bit OTT for a school though IMHO. :P
26th February 2008, 01:34 PM #13
Buy an answerphone for you phone also great if internet connection goes down etc as can leave a message on the phone so people know.
26th February 2008, 01:41 PM #14
Last time I looked at this it just took so much time to enter details of the problem and work carried out it was a right pain for us.
26th February 2008, 02:10 PM #15
Staff still come to me, and I type the fault into the helpdesk for them in front of them.
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