How to deal with users who won't help themselves?

[mthomas08]

We have had similar issues here, I wonder if they work for BSF they will get the same instant help me now support I look forward to it haha.

 

Anyway, we tried a few things:

Prioritised those who used the help centre

Told those who didnt that we are currently busy and if they put it on there we will do them asap.

Because it makes them wait a while it forces them to figure out the problem them self especially if they have had it loads of times.

We have purposely forgot jobs if they were not put on the help centre

Recently they have tried emailing the jobs all the time so I use the excuse that we are going to give CET/Heads access to the weekly summary reports of the help centre. So all jobs have to go through the help centre.

We also tell staff at times, "Hang on, let me add that to the help centre job queue for you". Makes them wait even longer.

 

We make sure staff are aware we are busy, we have sent out all staff emails often reminding about the help centre, if they want training we will give it, all new staff get trained on the help centre. So we really push it out to them.

 

Constantly remind them thats how we do it.

[GrumbleDook]

Some fantastic ideas above, but here is another one for you ...

 

Many schools will complete needs analysis for training, especially in ICT. This is usually a self-administered skills audit (I can open a word document, etc) but if you keep a record of it then when you have your metrics from your helpdesk do a comparison on what they say they *can* do and what they frequently need support with. Take the results to SLT and point out that people are telling porkies on the skills audit ... so what else are they scrimping on!

 

Helpful for spotting those who are plain lazy.