+ Post New Thread
Results 1 to 8 of 8
School ICT Policies Thread, Helpdesks in School Administration; Hello all, just looking for a little information 1. do you have a helpdesk? 2. how do you priotirise the ...
  1. #1

    Join Date
    Mar 2007
    Posts
    1,792
    Thank Post
    82
    Thanked 296 Times in 227 Posts
    Rep Power
    87

    Helpdesks

    Hello all, just looking for a little information

    1. do you have a helpdesk?
    2. how do you priotirise the workload?, do you take corridor requests/scraps of paper/laptops left on your desk?
    3. how fast do you resolve things?
    4. who monitors your performance?
    5. do you ever supply self help answers rather than jsut doing the job for the teacher
    6. how do students interact with the helpdesk?
    7. what is your school policy on requesting help? does it all have to be via helpdesk, how do you deal with people that refuse to play ball?

  2. #2

    Ric_'s Avatar
    Join Date
    Jun 2005
    Location
    London
    Posts
    7,592
    Thank Post
    109
    Thanked 769 Times in 598 Posts
    Rep Power
    181
    1. Yes (GLPI - web-based for staff only)
    2. In-house SLA states that admin jobs have priority followed by the jobs that effect T&L most. Scraps of paper and corridor requests are pretty much ignored but if someone phones I will tell them to log it and make it clear that requesting things any other way may cause me to forget about the task.
    3. We try to resolve most issues in under a week - most take a lot less than a week and occasionally some things take longer.
    4. SLT (very loosley mind) - I intend to start sharing the stats from the helpdesk with them once everyone learns how to use it!
    5. Yes - 'empowering your users' is what it's known as
    6. They don't
    7. The school has a policy (which I wrote) and if people choose to ignore it they understand that their request may be ignored... SLT approved this

  3. #3

    localzuk's Avatar
    Join Date
    Dec 2006
    Location
    Minehead
    Posts
    17,885
    Thank Post
    518
    Thanked 2,489 Times in 1,930 Posts
    Blog Entries
    24
    Rep Power
    839
    1. Yes
    2. I work in a utilitarian way - the greatest good to the greatest number. With the exception of the SMT who get priority. I don't take scraps of paper etc... All requests have to be emailed, helpdesked or left via phone message. This ensures I have a record of all requests.
    3. I can't really give you a figure on this, as large tasks that wait weeks for 3rd parties sit in the help desk and mess up any statistic like that.
    4. I monitor my performance on helpdesk stuff. Official performance management comes from my line manager who goes on the general happiness of staff.
    5. Yes, as much as I can, but most of them are ignored.
    6. They don't. All requests go through staff
    7. 'Policy'? We don't have such a thing.

  4. #4

    Join Date
    May 2007
    Posts
    84
    Thank Post
    0
    Thanked 3 Times in 2 Posts
    Rep Power
    15
    1. Yes
    2. Officially, we don't take corridor requests and to all intents and purposes we just forget them if asked. But depends upon who and what is involved. All requests are directed to helpdesk.
    3. Depends on urgency, but within 1 hour officially. Some just take longer see next item
    4. Nobody
    5. Yes on the helpdesk website, but teachers are too busy (lazy) to read it.
    6. In person at the desk and occasionally by email.
    7. Officially, everything has to via helpdesk except when it is a different process to the maintain and restore process, e.g. new network build. New software/hardware install has to be authorised by management first and tracked separately.

  5. #5
    mrforgetful's Avatar
    Join Date
    May 2006
    Posts
    1,639
    Thank Post
    7
    Thanked 15 Times in 15 Posts
    Rep Power
    22
    1. do you have a helpdesk?

    Nope.

    2. how do you priotirise the workload?, do you take corridor requests/scraps of paper/laptops left on your desk?

    I do, but I also mention that I'm liable to be given another 20 jobs on the way back to my office and I'll forget at least one, probably their's, so they should email me it.

    3. how fast do you resolve things?

    Depends entirely what it is and how busy we are.

    4. who monitors your performance?

    Noone.

    5. do you ever supply self help answers rather than jsut doing the job for the teacher?

    It depends, we do have some help sheets for things, and students will often replace a mouse for themselves etc..

    6. how do students interact with the helpdesk?

    I don't have one.

    7. what is your school policy on requesting help? does it all have to be via helpdesk, how do you deal with people that refuse to play ball?

    I gave up on using a helpdesk because 1, noone used it so I hardly checked it which meant those that did use it got worse sercive than those emailing and 2, I didn't like the way I'd spend 2 minutes sorting a problem and 10 filling in boxes on what I'd done etc..

  6. #6

    Join Date
    Nov 2006
    Location
    Kendal
    Posts
    1,555
    Thank Post
    112
    Thanked 177 Times in 144 Posts
    Rep Power
    71

    Helpdesk

    1. do you have a helpdesk?
    No
    2. how do you priotirise the workload?, do you take corridor requests/scraps of paper/laptops left on your desk?
    Yes (not, perhaps laptops left on the desk)
    3. how fast do you resolve things?
    ASAP (usually within the morning or afternoon they are logged. Certainly within a couple of days
    4. who monitors your performance?
    I do as IT Manager (and the customers I guess)
    5. do you ever supply self help answers rather than jsut doing the job for the teacher
    Yes (the old give a man afish proverb)
    6. how do students interact with the helpdesk?
    We don't have one so they just email or turn up at the IT office
    7. what is your school policy on requesting help? does it all have to be via helpdesk, how do you deal with people that refuse to play ball?
    N/A

  7. #7

    Join Date
    Feb 2006
    Location
    South Cumbria
    Posts
    199
    Thank Post
    26
    Thanked 29 Times in 24 Posts
    Rep Power
    22
    1. yes

    2. immediate classroom problems, SMT, urgent admin, order they come in. No corridor requests, paper only if left in official pigeon hole

    3. depends on the problem - aim is to have a fix or work round in place within 1/2 day

    4 help desk manager then IT director

    5 yes whenever we can but only if we are sure user understands it

    6 turn up or email

    7 we are free to ignore requests that aren't logged properly

  8. #8
    sahmeepee's Avatar
    Join Date
    Oct 2005
    Location
    Greater Manchester
    Posts
    795
    Thank Post
    20
    Thanked 70 Times in 42 Posts
    Rep Power
    34
    1. we have a software helpdesk if that's what you mean. everything gets logged in it if it's "for a customer" even if they ring it through. Routine/maintenance/pro-active type jobs don't get logged.

    2.a there is a priority field on the helpdesk page, but staff generally fill that in according to their baseline mentality rather than the true priority. we reassign it according to the guidelines in the helpdesk (probably too long-winded for this post)
    2.b we tell them we prefer helpdesk/call/email. when people ask for things in the corridor I always ask them to email me with it as well or log it on the helpdesk

    3. that would depend on the job and potentially on our workload. we don't have an sla for it, but then an sla would either be too generous to us or unrealistic to achieve.

    4. directly, me (the IT Mgr). indirectly, the business manager / slt
    5. regularly. I haven't successfully converted them to searching the knowledgebase yet... one day!

    6. they can come and visit or their teacher can phone us/email/log a call.

    7. we aren't strict about it. people who stop you in the corridor when you're carrying boxes through 200 kids and then don't follow up with an email/logged call etc. tend to get what's coming to them!

SHARE:
+ Post New Thread

Similar Threads

  1. Helpdesks
    By wesleyw in forum How do you do....it?
    Replies: 26
    Last Post: 25th May 2006, 10:27 PM

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
  •