Thinking of an overhaul of the way things work...

[mrbios]

I'm after completely redoing the way we respond to issues in the office, at the moment there are some major flaws in the way everything happens in our office, nothing is logged and jobs get missed off or forgotten on occasion during busy times, and as everyone has there own way of doing things (sometimes swaying away from the standard way of working) i want to implement something to control this...

 

We are using spiceworks helpdesk but don't like it and it is rarely used, most jobs come to the door or over the phone so the first step is to rework that into going through a more accessible helpdesk.

 

What steps have you all gone through in order to cut down phone calls and students turning up at the door? I'm after information on everything from getting support from SMT right down to getting the kids knowing exactly what to do if they have a technical issue, ideas of software i can implement etc

 

I really don't know where to start with this, and right now im feeling quite hyped up on caffeine my minds going a mile a minute trying to think of stuff

[GrumbleDook]

A few different things you can try.

 

1 - No matter where the jobs come in from, or the size of the job, log it onto your support desk software and make sure it can email out updates and closures. Even if you have a password change then the students and staff should be used to getting a followup email saying the password has been changed. If you have ongoing tickets then try to use the support desk software to keep a track of all communication.

 

2 - Make sure you have a knowledgebase within your support desk system. Not only will it help people to associate the site with logging issues but they will also use it as a first port of call for fault finding.

 

3 - Training videos. If you can also have short training videos and tutorials on there it is yet another reason to go there.

[mrbios]

1. i need helpdesk software then where by i can enter a ticket for someone else yes? So if teacher smith sends little billy down to change his password rather than logging it, i then need to create a ticket under smiths name so that he gets the update on what has happened and that it logs it as being fixed for him, which helpdesk software will allow me to do this?

 

2. I like the idea of that, the problem is i can't see many teachers using it unless it's drilled into their brain that it's there to use, any suggestions on how to go about this?

 

3. I like this idea, didn't think of that, no problems i can think with it, will be especially usefull for helping people get used to windows 7 / office 2010 in september if i can get it sorted by then

 

I was thinking of allowing students to send support requests, possibly walking into a mine field with this idea though, is there any helpdesk software whereby i can block access to specific users, so if it is abused it can be blocked? Then i have the issue of kids jumping on there mates account to abuse it so i would need a way around that too....hmm

[john]

We use Spiceworks and just set the creators email to the person who phoned / came to the door so they get the emails thanking them for logging the fault etc, it makes life a lot easier for us and works well, and helps encourage them to use the system, could you not do that?

[mrbios]

Possibly but i don't like spiceworks, i find it a bit bloated and being an all-in-one system it doesn't have the customisability that i would like, i'd prefer a system that's hosted directly in IIS or something

[Edu-IT]

OP SmartDesk?

 

http://opsoftware.co.uk/

[FN-GM]

A few different things you can try.

 

1 - No matter where the jobs come in from, or the size of the job, log it onto your support desk software and make sure it can email out updates and closures. Even if you have a password change then the students and staff should be used to getting a followup email saying the password has been changed. If you have ongoing tickets then try to use the support desk software to keep a track of all communication.

 

 

I have to disagree here. Logging down every little thing will be an utter waste of time. For things like password changes you will be logging it when you could be doing something else. It will be just quicker to change the password there and then and send the student on his way. If someone phones up and for example they need help setting up outlook, you remote in and get them sorted while they are on the phone. Logging that is another waste of time.

Edited May 19, 2010 by FN-GM

[john]

If someone phones up and for example they need help setting up outlook, you remote in and get them sorted while they are on the phone. Logging that is another waste of time.

Its not a waste of time in that instance as it may help highlight an area for staff training / a new informational video etc to reduce those calls in future. If you write the ticket well you document what you do in it, if its something end user repeatable such as setting up Outlook, so they could also use it as a Knowledgeable.

 

I use our helpdesk to look at trends in calls, problem PCs and problem users and bring them to my line managers attention, especially when one or two are causing a large number of tickets that way it can be factored in that they do need more CPD or they can be "ushered" onto relivant internal CPD sessions to try to improve them.

[FN-GM]

Sorry still dont agree.

 

Any bigger jobs that cant get done on the spot are e-mailed to a shared inbox. We mark our own colour categories next to the job to indicate who is dealing with it and flag it when its completed. Does the job for us.

 

Having had our team cut from 5 to 2 in a month we simply dont have enough time in the day to log simple stuff.

[glennda]

We have a mailbox setup in exchange which only accepts emails from external (we have software licensing sent to here as members of staff leave and updates don't get sent through whereas generic address is always where), staff and sixthformers. it it then collected via fetchmail and put into Request Tracker There is an option on the homepage for quick ticket create which can be done and then just stick in the email address of the member of staff who requested it and then it can send a customized you ticket has been closed response etc. It also has a function whereby you can put articles in etc for how to do things although you need a login to access this.

 

toby

[mrbios]

Sorry still dont agree.

 

Any bigger jobs that cant get done on the spot are e-mailed to a shared inbox. We mark our own colour categories next to the job to indicate who is dealing with it and flag it when its completed. Does the job for us.

 

Having had our team cut from 5 to 2 in a month we simply dont have enough time in the day to log simple stuff.

 

i know exactly where your coming from, and i actually agree, but due to certain reasons i won't go in to it needs to be done, i'll PM you as to why as i would prefer not to say here

[K.C.Leblanc]

We use my little helpdesk, works fairly well most of the time. We do try to log all jobs that come in via other mediums (I'm probably the worst at this).

 

Also if used properly you can keep notes with the job, which is handy if the job get elevated or you come back to it.

[mrbios]

We use my little helpdesk, works fairly well most of the time. We do try to log all jobs that come in via other mediums (I'm probably the worst at this).

 

Also if used properly you can keep notes with the job, which is handy if the job get elevated or you come back to it.

 

my little helpdesk is the other name for what is now opsmartdesk isn't it? or am i thinking of something else? that's the one we were thinking of buying

[GrumbleDook]

Sorry still dont agree.

 

Any bigger jobs that cant get done on the spot are e-mailed to a shared inbox. We mark our own colour categories next to the job to indicate who is dealing with it and flag it when its completed. Does the job for us.

 

Having had our team cut from 5 to 2 in a month we simply dont have enough time in the day to log simple stuff.

 

*Seriously* don't agree with you. If you can't log it you can't quantify it. It is not about being a jobsworth about it ... it is about problem management. If you are not logging frequent password changes from an individual then you might miss something. It could be technical, it could be a student avoiding a class ... if you don't log user error calls then how can you work out what areas need more user training?

 

If nothing is going to be done with the information anyway why even bother with a support desk system? Dry wipe board would work just as well.

[GrumbleDook]

my little helpdesk is the other name for what is now opsmartdesk isn't it? or am i thinking of something else? that's the one we were thinking of buying

 

My Little Helpdesk has changed. More information available in the following thread. http://www.edugeek.net/forums/scripts/9198-fits-compliant-web-based-helpdesk-released.html

[sjatkn]

1. i need helpdesk software then where by i can enter a ticket for someone else yes? So if teacher smith sends little billy down to change his password rather than logging it, i then need to create a ticket under smiths name so that he gets the update on what has happened and that it logs it as being fixed for him, which helpdesk software will allow me to do this?

 

I use OTRS (OTRS::Open Source Trouble Ticket System - Service Support System::Welcome!). It takes a little setting up, but is highly configurable. We have it configured to check for helpdesk email, these are automatically entered into the log, and an email reply sent. The support technicians use the web interface and the 'customers' use email. If you want a web interface for the 'customers' then that is possible.

 

You should also consider looking at FITS (The FITS Foundation - Professional qualifications and support for ICT staff within education). Take a look at the overview and implement FITS in the areas where you get the most pain. What you will find is that most of FITS is common sense and you are probably doing most of it.

 

What ever changes you make to your ICT support methods you must get SLT to buy into it. If they don't agree to follow the procedures then nobody else will either.

 

I was thinking of allowing students to send support requests, possibly walking into a mine field with this idea though, is there any helpdesk software whereby i can block access to specific users, so if it is abused it can be blocked? Then i have the issue of kids jumping on there mates account to abuse it so i would need a way around that too....hmm

In the way I am using OTRS it is possible set up filters to allow emails to be filtered. They can either be ignored or moved into a junk queue where you can check them at your leisure. It my also be possible, depending on email address formats, to filter staff email into one queue and student emails into another queue. You then give the staff queue more priority (I think I may implement that tomorrow).

[FN-GM]

*Seriously* don't agree with you. If you can't log it you can't quantify it. It is not about being a jobsworth about it ... it is about problem management. If you are not logging frequent password changes from an individual then you might miss something.

 

We know who the regulars are, being only 2 of us. We just have no time to log them. It takes longer to log it then reset it.

 

if you don't log user error calls then how can you work out what areas need more user training?

 

Something we have been asked not to get involved with.

 

If nothing is going to be done with the information anyway why even bother with a support desk system? Dry wipe board would work just as well.

 

It for anything else that doesnt get done there and then. (most things)

 

We just dont have time to log every little thing, it would take allot of time in a week.

 

*Seriously* dont agree with you

Edited May 20, 2010 by FN-GM

[Hightower]

What about this?

 

Home Access Plus+

 

It's mainly focused around RM EasyLink, but also provides an online booking system, and helpdesk etc.

[bossman]

@Mr Bios:

 

Liberum helpdesk here and webman has adapted it for our system but it is simple for the staff to use and you can query the database and pinpoint issues of training, problem staff, vandalism etc etc.

 

You can even tag it to google charts and it will give you a lovely pie chart:

[TechMonkey]

We are at that point of trying to work out what to log & encourage others to use the system. Part of me wants everything logged so I can analyse what we are doing, have a real record of what we are doing and how busy we are, see if we are 'wasting' time on any one person or department and just be able to present data if any one questions what we do. Also I would be interested to see what we do as it sometimes all passes in a blur! But also aware as said that those 2 second jobs would suddenly be made longer by filling it out and having a hundred, turned it off and on again, tickets will get boring. But they will still show something! I think in the end it will be a judgement call to begin with, along the lines of if we have to leave the office, virtually or in reality, fill a ticket.

 

@Bossman: Do you log kids coming for space as well then? That was going to be one I didn't bother with.

[penfold]

We just dont have time to log every little thing, it would take allot of time in a week.

 

I realise you dont have time as in reality you can be very busy doing things that SMT dont see. BUT if you dont document what you are doing, how do you justify your job? Most people are going to see you as the person who resets passwords or fixes a printer because thats all they see you doing. Documenting everything is useful for staff appraisals (if your lucky enough to have one) and it is through the documentation of your work you can justify making changes in processes or even highlighting areas you(or others) may need to be trained in(or even negotiating a pay rise;)).

 

I would say document eveything, but sometimes it just doesn't happen. Thats why you need to train staff to use the helpdesk themselves when reporting problems so you dont waste time filling in forms for them.

[fafster]

Teachers here have the ability to change pupil passwords, but they still get sent my way. It's the same network setup in the other secondary schools in the authority, and everyone has the same problem. One technician is currently handing out instruction sheets to any pupils that come in, and are told to take them to their teacher to do the password change. We're all waiting to see how that one works out!

 

Anyway, Spiceworks is being used here. I like it, as asset management and the helpdesk is all tied in to one system, which is nice. My main gripe is getting people to log calls via the helpdesk, so from September I'm going to try and get them into the habit of doing so.

 

Those that log password change requests: Who do you list as the initiator? The pupil, or the teacher from the class they are sent?

[GrumbleDook]

I'm in anecdote mood this week ... so will go through a chat I had with a project manager in a large BSF program, who had previously worked in schools before giving it up to go to work for a large petrochemicals firm but now back in education (sort of...)

 

he was unbelievably frustrated that schools and IT Managers were moaning about managed services being imposed on them. He couldn't understand why he kept having the same conversation with SLT about that their techies were not that busy as they only seem to have x number of jobs either on their board or the support system ... yet he knew that the various support staff were doing a heck of a lot more ... just not logging it.

 

SLT also didn't understand the process of change involved in a major upgrade program so they simply saw moving to a managed service as the same as when the support team put some new computers in during the holidays.

 

I am not saying that should it be all documented you would protect yourself from managed services ... probably too late for that ... but it is going to be one hell of a shock when you are TUPEd across and are having to log everything ... the MSP will just say that you are doing the same jobs as always ... but now you have to be accountable to someone.

[RichB]

It really depends on your school I've work in a large college before with a full ITIL database, everything was logged and then searched for trends, jobs per day,week, month who did them ect an asset database was build in, the dogs really (numeras Footprints). But now im a network manager at a small ish school school we have Cpanel here does what is needed but as for logging all calls its something we can't do were just to busy thoughout the day! but without the SLT team on our backs we will not be logging the calls, if they were then we would log them. Its all about what the higher powers want really I know my techs are working and at the moment they do, when they ask what there doing I know. But some SLT teams want pretty pictures showing this.

[FN-GM]

I realise you dont have time as in reality you can be very busy doing things that SMT dont see. BUT if you dont document what you are doing, how do you justify your job? Most people are going to see you as the person who resets passwords or fixes a printer because thats all they see you doing. Documenting everything is useful for staff appraisals (if your lucky enough to have one) and it is through the documentation of your work you can justify making changes in processes or even highlighting areas you(or others) may need to be trained in(or even negotiating a pay rise;)).

 

I would say document eveything, but sometimes it just doesn't happen. Thats why you need to train staff to use the helpdesk themselves when reporting problems so you dont waste time filling in forms for them.

 

We have a good SLT who know what we do etc so again there would be no need for us to do that.