It must be a Christmas thing, but I'm going back to an idea I had a year ago, but didn't really take on, my Technicians non-technical guide (or TNTG). I'm going to try to put together a blog post each month (we'll see how well that goes...) on different aspects of a technicians job that sometimes aren't always obvious or in any manual, guidance or job description. It's designed for people who are finding their way into a technician's job, but I'm hoping it can provide food for thought for those of us who have been doing the job for years. Anyway, there's a blog post explaining the idea, so I'll just crack on with the first segment before I lose the motivation.

Helpdesk

It's not an original sentiment. There's a lot of forum posts on Edugeek that will hammer home the need for a helpdesk, so it's perhaps not a big surprise that it's the first segment in the TNTG. At it's most basic, a helpdesk is a way of recording all the work that the IT department is conducting. Even for a single person department, a helpdesk is invaluable for:

• Tracking your workload
  
• Keeping tabs on longer projects
  
• Spotting recurring patterns
  
• Organising your time
  
• Setting individual/departmental priorities
  

Some IT Departments like to only work to the helpdesk (no ticket, no help), which is a valid methodology, but not one I've ever stuck to. I've always preferred to be use the Helpdesk as a guide to work that needs to be completed, and as a way for me to ensure myself and my technician are on the same page.

Regardless of how it's used, my advice to any new technician is to make sure you know how your school's helpdesk works, and to keep it updated with everything you do. If there isn't a system in place, I would recommend looking at Spiceworks or Freshdesk, or one of the numerous threads on the subject on Edugeek. Or, at the very least, some kind of spreadsheet noting what you've done, and when, just something digital to refer to for use at appraisals, job reviews or just for your own good practice.

I'm perhaps not the best person to write about Helpdesks, as I'm not a massive devotee. I find it incredible useful for setting tasks for my techie, but I'm not great at adding my own jobs to the list as I tend to use an old fashioned diary unless it's a job that affects the both of us. Staff are encouraged to use the helpdesk, but there's certainly no punishment for them not using it (more on 'Managing teaching staff' in a future segment I think). My appraisal tends to me far more strategic in view, rather than a count of how many tickets I've completed (for which I am very grateful, as I find target setting of that kind not suited to the job). But that said, it can be useful to show if an IT department is overworked, and it can be used to highlight the need for an extra technician, extra hours or overtime.

As usual, any comments or constructive criticism gratefully received.