First: an apology if this is a daft question. I've come from industry and started working in a school, so I'm getting used to how things operate.
Now, as far as I'm aware, normal practice is that when something goes wrong for a user, they report it to IT Support, who then fix it. Seems straightforward to me. Am I right in thinking that this doesn’t apply to Teachers? We've had several occasions where Teachers have not reported incidents, which have been left until they become critical. The IT Support team then get it in the neck for not pro-actively searching out incidents, as Teachers are apparently too busy to report it themselves.
Is this a familiar story? Any tips on how this is managed elsewhere gratefully received....
Nope, if it isnt reported it doesnt get fixed here. Its all logged so we have our backs covered.
Yes it happens a lot. The critical part is convincing SLT that its not good practice. Make submitting jobs to IT support easy and then get SLT behind a drive to say if its not there its not known tough luck. Once you have SLT on your side you can easily show that all tickets that are submitted are processed with X amount of time. The reason these ones took longer then normal was because of X.
So you didn't get the crystal ball when you started?
We have a web based incident system, or they report it at the helpdesk, or if it is an urgent class in session issue they can ring us. But often they do nothing and winge until we hear their cries, someone else logs the job, or we discover it. They apparently teach the kids to help themselves but they are often found wanting when they need to help their selves.
We do have support by higher management in getting everyone to log a job as we need the incident data to justify funding for ICT support and services. But you have to be a little flexible and we sometimes jump to a teachers frantic calls for help, and we then log the incident on their behalf.
There's pro-active where you monitor things like printers and servers etc..... But Teachers and other users should also be reporting their problems too.
The head of IT (Teaching staff) here does a weekly sweep of the school to ensure all is ok in each classroom and then logs it with me to be fixed.
Thanks for your replies. Seems I need to educate our SLT. It might be politic to do a sweep of the school every once in a while as well ;-)