I work for a government school in australia. All government schools have a job logging process for teachers/staff to request IT things using servicenow.
I have moved to a school that was not using the standard system and staff expectations are way out compared to other schools.
Staff at this school expect instant support all the time whether they rock up to the IT office, phone, email or god forbid actually log a job but then turn up instantly and say i logged a job.
The expectation level means that large jobs wont get done because you are always responding instantly to requests.
The other issue is staff not willing to try and help themselves. IE common projector issues like WDA wont connect, or projector on wrong input that we supply self help guides for.
They also expect a lot from IT staff that other schools in government not expect such as plugging in extension leads for any gear, mapping out powerpoints for non IT use, or we would like IT tech staff to film things and put it up for students to view. In our departments these are roles of teachers, teacher assistants, admin staff.
I guess what I am looking for is some insight in how to lower expectations of staff to a normal level so that jobs are prioritised to impact on learning. Luckily I do have some senior staff backing and have started pushing people back to log a ticket. This currently is not going down well with staff but slowly some are doing the right thing.
