Prioritise Grid

[sippo]

Does anyone have a specific one for an IT helpdesk? we have two apprentices and a grid we think would be useful on prioritising jobs.

[slugshead]

Surely 3 priorities is all you need. Low, medium, high mapped against Number of users affected vs complexity

[TechMonkey]

I think they mean one of those number of affected on one side by urgency of fix on the other. I used to have one, I'll see if I can dig it up

[Koldov]

Don't forget about whether you like the person or not... That's always top of my grid...

[TechMonkey]

Don't forget about whether you like the person or not... That's always top of my grid...

 

Plus how recent any bribes... I mean offerings of cake have been made.

[Davit2005]

There was a post on here regarding setting user expectations, that would be worth a look.

 

My 2nd job in IT we had no helpdesk logging software. I'd worked in a support role at my first IT job so managed to scrape though using an A4 piece of paper in my first few weeks jus going through jobs which seemed important. Never got winged at but I started on my own for 3-4 weeks in a secondary/6th form, dropped in the frying pan you could say prob like a few of us on here I imagine.

Edited October 8, 2021 by Davit2005

[mbedford]

CRITICAL - 1 - 2 - 3 - PROJECT

 

CRITICAL - Preventing teaching and learning, needs immediate response and workaround\fix within the hour

1 - VIP, try and resolve ASAP, but not stopping T&L

2 - Priority for that day, 4hrs response\workaround\fix

3 - Standard response, software installs and other non urgent things

PROJECT - No real time frame, more a place holder

 

As for how you decide who gets what, try to keep names out of the decision making and focus more on the outcome. Yes the principal might be important and will want to be treated as such, but a your business is T&L, that has to come first. Obviously that's easier said than done. A decent supervisor\manager will back you up on this one. I do with my tech's, as long as they justify why they have done something, I am on there side.