We're two days into using a Helpdesk for the first time and it's brilliant!!
The school's grown a lot with our IT and we've had an IT Techie for a term and doing a little less outsourced tech support. The old way of email, phone or shopping us in the corridor wasn't working with trying to balance tasks between him, me and the external company.
Saying "stick it on the helpdesk" is a JOY, Staff can see the progress of their problems and my techie loves closing tickets.
We're using nService because it was easy to install in IIS and it integrates with AD effortlessly. It probably isn't perfect but it's fab and rather cheap.
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