Janx1975

Hi all, I have just taken up a role as senior network technician at a high school and,after my first week observing, can see that I will need to bring in some basic administration systems for processes. Top of the list is getting a working helpdesk/ticket system in place - temporarily I have put Spiceworks up (as its free) as teachers can continue to email "IT" and so from their perspective there is no change. However, Spiceworks doesnt split calls into "service requests" and "incidents/problems" from what I can see - does anyone know or are using something that allows this feature, so that calls can be prioritised that way? Thanks in advance!

Hi All, Its been about 3 years since I last made use of this great site, but I am now back in the education sector with a new job title and responsibility. I have about 20 years of IT experience, 10 being as a senior IT technician in the W.Midlands before redundancy forced me into contracting. 2 years later and I am now Senior Network Technician at a school that I was lead to believe was a vanilla network, but turns out to be RM CC4 ... I feel like a rookie again. On top of that, I am also officially a line manager (always ended up being the go-to-guy and mentor in the past) which I am kind of ok with, but now in charge of the IT budget and licensing - which I have never done before. So any words of encouragement and guidance are greatly appreciated - especially as my first week in this new network has been solo, as the lead tech went on a much deserved holiday after keeping the ship afloat alone for a number of months. Kind regards, Rich