Thinking about how the service desk will be used and who will use it makes an important
contribution to how you will set it up.
If you enable all incidents and requests to be logged through the service desk this would allow:
- calls to be logged (not necessarily actioned) out of school hours
- damaged equipment to be reported by caretakers and cleaners
- technicians to log calls that others may be able to action.
If the service desk was setup so that calls could be logged using forms, answer phones, emails
etc., then you would not always need to have a person manning it.
Get leadership commitment
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- make sure management commitment, budget and resource is made available before you
consider setting up the Service Desk
- ensure the proposed solution aligns with your Schools strategy and vision
- define clear objectives and deliverables
- involve and consult with the school staff
- sell the benefits to support staff .
