+ Post New Thread
Page 1 of 2 12 LastLast
Results 1 to 15 of 23
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 ...
  1. #1

    Join Date
    Nov 2006
    Posts
    998
    Thank Post
    132
    Thanked 58 Times in 51 Posts
    Rep Power
    24

    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?

  2. #2
    WithoutMotive's Avatar
    Join Date
    Feb 2006
    Location
    Wigan, UK
    Posts
    618
    Thank Post
    41
    Thanked 45 Times in 39 Posts
    Rep Power
    27
    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.

  3. #3
    flashsnaps's Avatar
    Join Date
    Jan 2008
    Location
    Brighton, East Sussex
    Posts
    442
    Thank Post
    12
    Thanked 16 Times in 14 Posts
    Rep Power
    16
    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. )))

  4. #4
    flashsnaps's Avatar
    Join Date
    Jan 2008
    Location
    Brighton, East Sussex
    Posts
    442
    Thank Post
    12
    Thanked 16 Times in 14 Posts
    Rep Power
    16
    Quote Originally Posted by paulsharpe View Post
    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.
    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.

  5. #5

    Gatt's Avatar
    Join Date
    Jan 2006
    Posts
    6,644
    Thank Post
    858
    Thanked 645 Times in 428 Posts
    Rep Power
    498
    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

  6. #6

    plexer's Avatar
    Join Date
    Dec 2005
    Location
    Norfolk
    Posts
    13,272
    Thank Post
    613
    Thanked 1,567 Times in 1,407 Posts
    Rep Power
    412
    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.

    Ben

  7. #7

    webman's Avatar
    Join Date
    Nov 2005
    Location
    North East England
    Posts
    8,400
    Thank Post
    636
    Thanked 961 Times in 661 Posts
    Blog Entries
    2
    Rep Power
    319
    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).

  8. #8

    Join Date
    Nov 2006
    Posts
    998
    Thank Post
    132
    Thanked 58 Times in 51 Posts
    Rep Power
    24
    Quote Originally Posted by webman View Post
    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).
    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.

  9. #9

    maniac's Avatar
    Join Date
    Feb 2007
    Location
    Kent
    Posts
    3,037
    Thank Post
    209
    Thanked 425 Times in 306 Posts
    Rep Power
    144
    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!)

    Mike.

  10. #10

    Join Date
    Jul 2006
    Location
    London
    Posts
    2,962
    Thank Post
    159
    Thanked 152 Times in 116 Posts
    Rep Power
    49
    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

  11. #11

    plexer's Avatar
    Join Date
    Dec 2005
    Location
    Norfolk
    Posts
    13,272
    Thank Post
    613
    Thanked 1,567 Times in 1,407 Posts
    Rep Power
    412
    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.

    Ben

  12. #12

    Geoff's Avatar
    Join Date
    Jun 2005
    Location
    Fylde, Lancs, UK.
    Posts
    11,802
    Thank Post
    110
    Thanked 583 Times in 504 Posts
    Blog Entries
    1
    Rep Power
    224
    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

  13. #13

    russdev's Avatar
    Join Date
    Jun 2005
    Location
    Leicestershire
    Posts
    6,915
    Thank Post
    708
    Thanked 549 Times in 364 Posts
    Blog Entries
    3
    Rep Power
    204
    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.

    Russ

  14. #14
    mrforgetful's Avatar
    Join Date
    May 2006
    Posts
    1,637
    Thank Post
    7
    Thanked 15 Times in 15 Posts
    Rep Power
    22
    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.

    Prefer email.

  15. #15
    ICT_GUY's Avatar
    Join Date
    Feb 2007
    Location
    Weymouth
    Posts
    2,261
    Thank Post
    646
    Thanked 283 Times in 204 Posts
    Rep Power
    104
    Staff still come to me, and I type the fault into the helpdesk for them in front of them.

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. Replies: 28
    Last Post: 15th August 2010, 09:47 AM
  3. My Little Helpdesk v0.9.6b
    By pmassingham in forum Downloads
    Replies: 5
    Last Post: 8th April 2008, 03:00 PM
  4. 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
  •