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First level support |
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First-level support should respond to user requests and incidents in such
a way as to get users working again as quickly as possible, with a non-technical
solution if necessary.
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The First level support will need to: |
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- Be reachable at all agreed times – ideally throughout every school day.
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- Check with te incedent log to see what needs to be done.
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- Carry out 'quick look' at task to see if it needs the skills
of the Second level support or if new parts need to be ordered.
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- Make a temporary fix if a complete solution can not be made in
the timescale. In some cases substitue the item so as to restore service
quickly.
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- Update the incident register if the issue is resolved or
if a temporary fix needs more work at a later date.
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- Forward incidents to
second level support providers if too difficult or time consuming..
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- Be available to assist with new implementations and to make
appropriate notes for the the users.
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Links: |
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Becta Model |
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Becta Toolkit |
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Essex ICT Helpline FAQs or
telephone helpline at 01206 863636 |
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Email Essex ICT team for advice
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