Working in an open access IT suite

[Pete66]

Has anyone worked on a helpdesk which is situated in an open access (for both staff and students, but mainly students) IT suite?

Currently their are 3 of us situated behind front facing desks supporting users (both staff and students) inperson, via telephone and helpdesk whilst monitoring the students behaviour and usage of the IT suite, as well as issuing new photo IDs.

NO other staff basesed in the room and our IT managers office is across the college.

We have recently moved rooms to increase the amount of PC's within the suite (24>36) now situsated next to the college canteen. We are now finding the managing of students is taking up more time and impacting on our work... SLTs answer... call a duty staff member or, wait for it.. Lets put more PC's in the room and remove the 2 tables which students use to work on their own devices!

Any thoughts or suggestions???

[mavhc]

Sounds like they think they've found free babysitters, what does your IT manager say about your decreased productivity in the job you were hired to do? Have they complained?

[Brax]

Hi Pete, We work in an office away from suites with other admin staff. Your team shouldn't be responsible for managing students, I think your team need to have a chat with the I.T Manager ASAP about the effect it's having on work.

[TechMonkey]

So do as they say. Call duty SLT for everything. Log it, including the times no one turns up.

I'd ask the question, what happens if you are all called out on jobs, who is managing/watching the kids? Does that mean you have to put off your main job to watch the pupils.

But overall, if this is your role and your line managers are OK with it, you don't have a lot of recourse. It is up to them to show the figures and stats that productivity is down.

[korifugi]

Does it state in your contracts that you are responsible for supervising the students? If not, refuse to do it as that's not reasonable.

 

Union up for this one.

[mthomas08]

Has anyone worked on a helpdesk which is situated in an open access (for both staff and students, but mainly students) IT suite?

Currently their are 3 of us situated behind front facing desks supporting users (both staff and students) inperson, via telephone and helpdesk whilst monitoring the students behaviour and usage of the IT suite, as well as issuing new photo IDs.

NO other staff basesed in the room and our IT managers office is across the college.

We have recently moved rooms to increase the amount of PC's within the suite (24>36) now situsated next to the college canteen. We are now finding the managing of students is taking up more time and impacting on our work... SLTs answer... call a duty staff member or, wait for it.. Lets put more PC's in the room and remove the 2 tables which students use to work on their own devices!

Any thoughts or suggestions???

 

I'd be out the door. Why do I want to be employed as a babysitter when i chose the job to be in IT.

 

We all take responsibility for students when working in education but this is beyond me... I've never in 20 years heard of something like this.

 

There are things I would tolerate and put up with and bend for.. but this...

 

The last movie I watched is... nope.