Simple computer systems can accommodate simple methods for logging incidents , making
requests and changes (for example, recording into a notebook). When these systems become
complex the simple methods are no longer able to function effectively.
There are three types of Service Desk:
Informal or basic
This may involve the 'corridor approach' method of logging calls, which can work in a small school
or where the calls per week are less than 10.
Some schools that have adopted a structured setup of the network and computers using standard
hardware and software configuration may be able to adopt a basic service desk. If you usually get
the same type of calls and have guides about how to fix them, you really don't need to keep
extensive detail.
The best way of gauging which service desk will work in your school is for users and those
providing technical support to discuss the current situation highlighting the benefits and pitfalls
within your school.
The informal method cannot work successfully in a school that only has a few people providing
technical support and yet has many computer systems to support.
Structured or intermediate
This approach recommends providing strict rules about how to log calls, how to approach technical
support staff and how to keep teachers informed. This method may be a first step in trying to
provide good technical support in a school with many computers to support. Eventually once the
process is understood by all, the school can move towards an interactive service desk.
The school ensures all calls are logged through an agreed system and the corridor approach is not
accepted.
Users are to ensure that they enable technical support staff and others providing technical support,
to be given as much detail as possible to enable the technician to stand the best chance of solving
the problem.
Staff providing technical support are to ensure the resolution of the incident is documented and the
user informed when the system is fixed.
If the fix will take some time, the technician is to update the person reporting the incident and is to
find an alternative system that can be used.
Interactive or advanced
A mature approach to the Service Desk where some users could be selected to provide local
support within their department with the full co-operation of the technical support department.
Dialogue between those providing technical support and users will ensure co- operation and
understanding of the computer systems in use.
There is no worry that users will purchase anything outside of a pre-approved list and then ask for it
to be installed.
Those providing technical support will release their knowledge through other staff, notes, training
materials and knowledge bases.
Those providing technical support work with the school leaders in developing a strategy for all areas
of ICT.
This should provide a good platform for best practice in technical support. Adrian there is a typo in
this line - provide
