kennysarmy Posted January 16 Posted January 16 I've been asked to put together something from IT Support for the Staff Handbook. We've had a bit of a brain storm (and I know each school will be different) but my key heading to flesh out were going to be: (in no particular order) On site hours How to contact IT Support What IT are responsible for What IT are not responsible for (and how to raise requests for these items) How IT prioritise IT requests What you can book from us How to request a website be unfiltered How to change your password and student passwords (password complexity requirements) Explanation of FollowMe printing Why staff need MFA and brief setup guide Explanation of the different SharePoint sites If there are any other quite generic obvious ones you think should be included I'd appreciate your comments and suggestions
simpsonj Posted January 16 Posted January 16 Could put in your SLA and AUP? If you have an IT Vision Statement or Strategy Overview, that might be worthwhile advertising. A 'Who we are' section might be helpful too? 1
pipsyp Posted January 16 Posted January 16 This, or you could host your own IT Team Sharepoint site to provide this info electronically. Arguably easier to keep updated and only reference to the site need be made in the staff handbook. Might not be workable for you, but another angle to approach it from. 2
DWilson1997 Posted January 16 Posted January 16 We also include link to the key IT policies, loan agreement for staff devices and information on cyber security along with information on the mandatory cyber training they have to complete. Password policy is printed as part of their paper onboarding form from IT, we then have a SharePoint page which they are emailed a link to automatically when their account is created. 1
TheHyperTechie Posted January 16 Posted January 16 Do you have a helpdesk? We used to put all of this kind of info on our freshdesks site.
kennysarmy Posted January 16 Author Posted January 16 19 minutes ago, HyperTech said: Do you have a helpdesk? We used to put all of this kind of info on our freshdesks site. No, we just run a simple shared mailbox where users can email in issues and requests.
kennysarmy Posted January 16 Author Posted January 16 I've also thought to add: Rules around CCTV viewing WiFi information Office 365 - where to download for home install Sophos Phish threat training
pete Posted January 16 Posted January 16 Retention times for deleted files and time-to-restore estimates. Accessibility options (for staff and students) - dyslexia friendly fonts, GPOs for setting 125% zoom by default, Colorveil, blue light options on monitors and accessing Night mode etc. Also, who's responsible for managing DSAs (HR in our case) Windows +P (and other projector/IWB/TV "it would be great if they remembered......" things) Email How email filtering works (what will get filtered) Attachment size limits Email signature setup Delayed Send What to do when you send something to the wrong person. Oh, and "If you spill X in your laptop, you should....." How to tell HR and IT you've changed your name (and whether you're keeping the old name as your "professional" name or not.) Ours is on a staff-accessible wiki. 1
FN-GM Posted January 16 Posted January 16 (edited) Add details of your Cyber Security training programme and why it's important. Edited January 16 by FN-GM 2
kennysarmy Posted January 16 Author Posted January 16 1 hour ago, Andrew_C said: How to approach IT or "IT user" heavy exams? Sorry, don't understand this one?
jmak Posted January 16 Posted January 16 3 hours ago, kennysarmy said: No, we just run a simple shared mailbox where users can email in issues and requests. I really truly, strongly recommend implementing a help desk. Use a free option - I happily used Spiceworks for years. If it's just you or a small team, most of the big players have a free option. Workload management, record keeping, incident analysis, structured data for help requests, reporting to SLT. And then your contribution to the handbook becomes "here is the link to the IT Support portal where your can find answers to all the common questions and raise a ticket for anything else. With the subtext that is they don't raise a ticket, they will be ignored. 1
kennysarmy Posted January 16 Author Posted January 16 1 minute ago, jmak said: I really truly, strongly recommend implementing a help desk. Use a free option - I happily used Spiceworks for years. If it's just you or a small team, most of the big players have a free option. Workload management, record keeping, incident analysis, structured data for help requests, reporting to SLT. And then your contribution to the handbook becomes "here is the link to the IT Support portal where your can find answers to all the common questions and raise a ticket for anything else. With the subtext that is they don't raise a ticket, they will be ignored. But don't you spend a lot of time raising tickets yourself for those that just pop-in? How does someone raise a ticket or query if they are not on a PC? I prefer the flexibility rather than having to add another layer of "admin" on top of what we already do - but each to their own and if it works for you, then great. I've been here 26+ years so maybe I'm a dinosaur, but we keep good records of incidents so we can refer back, workload management & incident analysis, sounds a bit overkill for me
Andrew_C Posted January 16 Posted January 16 45 minutes ago, kennysarmy said: Sorry, don't understand this one? Well, if someone is setting an exam that REQUIRES IT (either as the subject, or lots of SEN candidats), they understand how to let you know what the requirements are, when they have to be in place, and who will be available to sort out the inevitable issues. ETC.
jmak Posted January 16 Posted January 16 5 hours ago, kennysarmy said: But don't you spend a lot of time raising tickets yourself for those that just pop-in? How does someone raise a ticket or query if they are not on a PC? I prefer the flexibility rather than having to add another layer of "admin" on top of what we already do - but each to their own and if it works for you, then great. I've been here 26+ years so maybe I'm a dinosaur, but we keep good records of incidents so we can refer back, workload management & incident analysis, sounds a bit overkill for me When I was a lone tech in a school I raised a lot of tickets on behalf of people - in some ways that was even more valuable as it was quicker than sending myself an email. I always had the best intention to remember everything I was asked in the corridor, but I had a much higher hit rate when there was a queue of jobs on my screen. In the larger organisation I work in now, it allows us to organise work and gives great visibility across the team. If a user comes to the office any of the team can quickly find out what's going on. It's taken a while, but we've made huge progress towards persuading people to fill in request forms. That way we get all of the information we need in the first contact so we waste a lot less time. Users who aren't at their PC can use their phone, a web browser on someone else's PC or phone, or come and use the Android tablet on our office. And pushed, I'd admit to raising tickets on users' behalf occasionally. 1
thimon Posted January 17 Posted January 17 20 hours ago, kennysarmy said: But don't you spend a lot of time raising tickets yourself for those that just pop-in? How does someone raise a ticket or query if they are not on a PC? I prefer the flexibility rather than having to add another layer of "admin" on top of what we already do - but each to their own and if it works for you, then great. I've been here 26+ years so maybe I'm a dinosaur, but we keep good records of incidents so we can refer back, workload management & incident analysis, sounds a bit overkill for me Service desk helps with showing SLT your workload. Being able to categorise requests can show areas of improvement / training, etc. Easier to assign tasks to IT staff (dependant on your team size) and also track the progress of a request. 1
hardtailstar Posted January 17 Posted January 17 Where your office is Blocked sites that will never be unblocked - major ones like youtube (if it is). Had this at a primary school I worked at, I could easily point people back to the handbook. Simple tips 1
synaesthesia Posted January 19 Posted January 19 How do you balance the amount of information in such a booklet/wiki/FAQ and getting staff to actually read or refer to it? 2
pete Posted January 19 Posted January 19 1 hour ago, synaesthesia said: How do you balance the amount of information in such a booklet/wiki/FAQ and getting staff to actually read or refer to it? Put stuff in there that puts them at a disadvantage compared to other staff if they don't read it. Put the shortcuts and the faster ways of doing things in there. Or hide chunky kitkats around the school and drop hints as to where they might be in each guide. 1 1
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