Post it notes.
Post it notes.
More often than not the incidents get reported via our helpdesk (Kayako).
However, I have told all staff that issue is affecting teaching and learning they are able to phone us or send a student. We don't have a manned telephone helpdesk or always someone in the ICT Support office, so if they can get to a computer it is still often the quickest as we pick up the incidents on our blackberrys.
Last edited by Sylv3r; 7th May 2010 at 08:57 PM. Reason: damn wireless keyboard!
We normally get 2 students sent down to tell us there is a problem, staff can email, there is also a helpdesk system on our learning platform (SLN2), but staff never bother to use it. Staff also phone us up or stop us in the corridor. Needs sorting out really but SMT are slow and generally don't enforce things well enough.
Some teachers will pop up,
Some use the helpdesk,
Some hope the problem will go away,
Some send students,
Some for some reason some phone reception and ask them to call us,
Email, knocking on the door, you name it. We have IWBs in all of the classrooms so if one stops working this impacts lessons so these have to be resolved quickly.
Has anyone tried OSTicket? I am just setting this up for a test, basically it can monitor an email account so a teacher could email a problem to an address and it would get picked up and placed in our ticket queue. When a reply is made the teacher then gets an email and can reply directly to the email and the problem will be logged as a reply in the help desk system.
Seems like a really good system but only testing will tell.
Alis_Klar (25th May 2010)
Check out NetHelpDesk we use it and its pretty good, multi tech user, multi end user, email ticketing as above etc etc....
Small junior school, and I'm only part time, so two main methods: A) send pupil to get me if it's urgent and they know I'm in, or B) write it in the fault book strategically placed with pen attached to face them as they leave staff room, stored next to my FITS forms. They don't seem to value progress reports of jobs, which you get from a helpdesk. Just want to know when its fixed.
MyLittleHelpDesk - 32inch LCD mounted on the wall with an eeepc strapped to the back of it refreshing an Opera page every 15 seconds.
apeo (18th May 2010)
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