The Technicians role within Incident Management must still have the same focus - aim to restore
the service.
The technician will keep the Service Desk informed at all stages.
Technician support to diagnose and resolve the incident or implement a workaround
- Receive details of the incident from the Service Desk with a completed incident sheet.
- Perform diagnostics and use the incident diagnostics sheet to record action taken.
- Update the incident sheet and the diagnostics sheet.
- Resolve the incident with use of workarounds if required.
Technician support to progress unresolved incidents through the Problem Management process
- Detection of possible problems (before incidents are detected) and action through
Problem Management.
- Escalation of an incident into Problem Management; workarounds should always be
implemented first to reduce the time pressure to resolve the problem.
Additional first line support groups eg, configuration management or change management
specialist to be consulted
- more specialised technician within the school
- contact with 3rd party support provider
- internet based support groups
- technician in another school or focus group, TSAS forums etc.
Second-and third-line support groups, including specialist support groups and external supplier
- specialist software support groups for example operating systems and applications
- specialist hardware support groups for example manufacturers of printers and PCs
- specialist suppliers, for example whiteboard, projector and digital systems suppliers.
- Go back to Roles and Responsibilities
