Little-Miss (4th March 2009)
Currently we dont really have a help desk and people just ask when something is broken or they need something doing . .
Do you record what you do throughout the day, ie: what you fix and how long t took etc?
If so, what kind of software do you use?
Little-Miss (4th March 2009)
We currently use GLPI for our helpdesk system, the staff log the call's on there and we pick them up, but we still get the odd person coming straight to the office and asking us something.
We do close and record any jobs on the helpdesk, but we dont tend to record how long it took.
unfortunatly there are time's in which it is really busy and we just forget to record every job, but we get a majority of them.
We use an in-house ticketing system for our responsive work, but there are many off-the-shelf packages available - if you have a search for ticketing software on these forums you will be sure to find some recommendations.
We record what we do but not the time we spend on it. The software does track the open and close times for each ticket, but that's not normally representative of the time spent on the problem.
Our SOPs are part documented (work in progress) in a Sharepoint wiki.
I've started using Zendesk now for about 6 months and it's incredibly simple for staff to use (even the teachers I never thought would).. has email integration and helps me keep track of where I'm at with things.
Does have a couple of small niggles but in terms of recording what's happening, where, why, etc... it's invaluable now.
Something simple as a word document(ICT PROBLEMS) with a shortcut to staff desktop ,location, person who logged problem, date problem discovered date problem was fixed(pending).works for me in a Primary school .
Partly, as in I try to get the staff to. We have a (LP+) Sharepoint VLE, so have created a list on the staff area for the purpose. If I'm not mega busy I do still usually respond to "can you justs", wherever possible, but the staff are usually ok about logging issues when I'm busy. I put solutions to the problems on the list too, in the hope that they maybe helpful to other users to sort their problems out.
(Small 11-16 secondary, NOR: 381)
We use On-demand Help desk, Customer Support & Service SaaS from OP Software - Home logs all of our jobs, how long they took, solution.
Plus has a knowledgebase for people to look up their own problems and seek the solutions.
When logging a request the system also scan the knowledgebase and suggests anything which may be relevant.
Future expansion of mlh will cover all the fits processes and provide asset management as well.
The HT has instructed staff to email all requests for support so that it is logged. This was at the start of this term and so far I have 4 logged items. 3 from the same teacher.
we currently record on excel and have paper slips for problems. Not ideal, I would like to switch to osTicket:: Open Source Support Ticket System tested at home and it seems like a pretty simple package which is always good!!
Crazyfray (7th June 2009)
We use Job Manager to log all jobs on but staff can report by phone, email or any other way.
I'm not sure I would like to go to a system where staff have to report faults online as many of our faults are the "I can't get onto the network" or "The internet is broken" - mostly user errors but it would prevent them logging electronically.
In terms of "snotty" response - well I find that those people who ask in a civilised way for help, with a healthy professional respect get almost instant service - those that don't could well get a slightly slower service
We log everything in an Access database which I put together several years ago. It's not ideal, but it records every job, dates, times, users, stations, whether hardware, software or user error, whether re-imaged, also external contacts, serial numbers, equipment sent away for warranty repair, etc.
Like anything like this, it relies on the support team to enter the data, and of course some things are missed, but mostly it's done and done well, and it really helps to keep track of what support work is on-going or has been done.
Couldn't manage without it, I don't think.
I dont log everything, just the bigger things like software and hardware problems, password resets or < 5min repair jobs are just done
There is a free access based tool called SomeHelp which works well for us.
I only use it myself to keep track of jobs, it has a usefull screen where all open jobes are displayed with the number of days they have been open
Gibson335 (4th March 2009)
in our primary school, we do manual record handling. staff log their problems with Date, Name, Problem and place. we update the rest what solution given and when.
this will help in future.
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