Home 
 1. Overview - What is a Service Desk 
 How a Service Desk works 
 Who uses a Service Desk 
 Types of Service Desk 
 Why have a Service Desk? 
 2. Guide - How to Implement a Service Desk 
 Define what needs to be done 
 Prepare the Service Desk Implementation 
 Implement the Service Desk 
 Service Desk Resources 
 Service Desk Post Implementation Review 
 3. Operations Guide to the Service Desk 
 Who carries out Service Desk operations 
 How to operate the Service Desk 
 Service Desk Resources 
 4. Toolkit 
 Service Desk Checklists and handbooks 
 Service Desk Forms 
 5. Roles and responsibilities  
 Single Point of Contact 
 How to provide a Single Point of Contact 
 Who will be the single point of contact 
 6. Review of Service Desk 
 Recap of Service Desk 
 Checklist 
Why have a Service Desk?
Why decide to have a process to log calls about incidents and making requests What does a Service Desk cost?


Why decide to have a process to log calls about incidents and making requests
Computer Systems can grow very large from small beginnings. This often appears to happen overnight without being planned and takes users and technicians by surprise.  Eventually the management and support of such an environment becomes very expensive, time-consuming and frequently an exercise in futility.

There is nothing more frustrating than calling for technical support and getting passed around until you find the right person to speak to - provided, of course, that they are not out at lunch or on holiday or have just gone home.
Benefits of a local service desk within a school
A 'service desk' or 'single point of contact' within a school can provide benefits that are cost effective.

Using a common shared database
  • Using a common shared database of calls - which can either be paper based, on a spreadsheet or a database will provide benefits.
  • The 'single point of contact (SPOC)' role may enter the call details into a central log that will take the task away from a teacher.
  • To reduce time in resolving a call, the log is used for checking how the same incidents were previously resolved (where possible). This is done by using the 'find'  function within the spreadsheet software.
  • The approach will improve the service offered to users and the users' perception and overall satisfaction.
  • The call log is used to track progress on calls and ensure action has been taken.
  • Common problems can be spotted by non technical staff
  • Service levels can be monitored by school leaders responsible for budgets and management actions.
  • Decisions on future enhancements can be made by accessing information from the log, to aid in deciding which problem areas to address.
Using a common reporting process

A common way to log incidents and make requests:
  • simple effective incident / request forms should be quick to complete
  • an incident only requires reporting once
  • the log sheet should be simple and easy to use
  • the form should be easy for all staff to complete and pass to single point of contact
  • using the same form, ensures where there are the same difficulties in reporting incidents or making requests these are spotted
  • simple to check when incidents are not effectively resolved, or action has not been taken when required.
Ensuring compatibility of hardware, software and network infrastructure

Once the school leaders and technicians have decided on the strategy, the service desk can advise on the standard hardware and software in use within the school:
  • A standard approach reduces complexity and cost.
  • Technicians and those providing technical support can share knowledge of similar setups, which can aid in a quick resolution of incidents.
  • Users receive training that is appropriate to the same type of equipment. For example - printers, projectors and white boards.
  • The network can be monitored using approved tools.
  • There should be no misleading configuration requirements.
  • Keeping copies of a standard PC configuration that can be copied quickly to other PCs.
  • Updates can be made to the standard PC configuration effectively.
  • Fixing bugs on one PC and transferring the fixes to other PCs, before they are affected by bug.
  • More meaningful management information for informed decisions.
  • Better managed infrastructure and control.
Using the same escalation processes and the same communication process
  • The single point of contact (SPOC) should check all incident / request forms to ensure they contain enough information for the technician or person actioning the call form.
  • The SPOC can log calls to the technician used an agreed, known process - this will aid in the technicians understanding of the call.
  • SPOC can report on resolutions quickly to the users in the school when the technician has completed the work - due to familiarity with the communication process.
  • There will be improved teamwork and communication.
  • There will be an increased accessibility through the single point  of contact in terms of communication and information .
Computerising the Service Desk will provide additional benefits
  • Everyone knows what's happening, because requests are accessible by all support staff.
  • the turnaround of user requests is faster,  yielding improved efficiency.
  • Request tracking, escalation and workflow is improved.
  • Better information is available in the form of on-line access to:
  • known errors, solutions and request histories
  • external knowledge sources
  • management information is more accessible and  accurate
  • duplicate, lost or forgotten requests are eliminated
  • skilled staff and resources are better used
  • complex support tasks and calculations are made easier.
Improved communications about calls
  • Better quality and speedier turnaround of calls logged and user requests.
  • An enhanced focus on a proactive approach to service provision.
  • Aiming towards a reduction in the negative focus sometimes placed on technicians.

Benefits of a provider's service desk
If the provider of technical support has a service desk that can be contacted by the school, the school and the provider benefit.

Providers making localised skills known to the schools
  • The schools single point of contact is aware of skill level of the technician.
  • Users don't need to know the skills or abilities of the technician.
  • Providers attempting to train staff to use a similar approach will be confident of the service they can provide to the schools.
  • Providers will ensure that the technician knows about any special set-ups within the school or any special requirements.
  • Providers will attempt to provide the appropriate skill level of technician to complete the work required.
Establishing common processes across all locations
  • Standard form to register incidents and requests.
  • Standard log book to record all faults and resolutions. The technician uses the same forms in each school they work in.
  • Improved usage of ICT support resources and the increased productivity of teaching staff.
  • The providers single point of contact (SPOC)  should check all fault  forms to ensure they contain enough information for the technician to start work on the call.
  • A third party provider will train staff to use a similar approach to resolving faults, to enable different technicians to visit the same school if the usual technician is unavailable.
Passing requests to the technician automatically
  • The provider should ensure that the technician can always make contact with the schools single point of contact (SPOC).
  • The provider's computerised system should enable updates and progress to be entered from onsite or offsite.
  • The third party provider should ensure that the school will be kept informed of progress.
  • The technician is more aware of the details of the incident before visiting the school.
  • Planning the resolution can start before the technician arrives at the school.
Compatible systems ensures strong ICT skills from the technicians
  • A standard approach reduces the complexity of the incident and the cost of the resolution.
  • Technicians sharing knowledge of similar setups, can aid in a quick resolution of incidents.
  • A knowledge of how the systems work is established, for example - what can overload the file servers memory.
  • It should be fairly simple to swap out equipment if the replacement is configured identically.
  • Familarity breeds confidence, and using similiar equipment shouldn't frighten a user that may be lacking in confidence.

What happens without a Service Desk
Where there is no service desk in place, in either a small or large school, the same problems will occur:
  • the budget holders have reduced knowledge on how much technical support is required and does/will cost
  • incomplete information will exist about an incident
  • no record of calls or requests being made
  • a computer could be broken for a while as others assume that someone has reported it
  • it is difficult to track the progress of a call
  • each new incident takes the same time to resolve as no previous history is available
  • it is difficult to find the resolution from the person providing technical support.
Why record Service Desk calls
Why keep a central log of calls?

there is little evidence about the satisfaction element of how quickly a fault is resolved, as some schools seem resigned to the fact that demands that are more urgent would cost them more.
Primary schools should have a higher level of support, including technician supported help desks at the very minimum.  They should aim to have their calls resolved within the time that is acceptable to the school and not constrained by budget-imposed time limits. The log enables the school to keep a record of the responses to those calls.
If the school is unhappy with the service provided, they need evidence to show where the provider failed their service level agreement.

Common support problems in schools
Many support departments are under pressure to improve service and reduce costs. They tend to work in reactive mode, spending vast amounts of time fire-fighting and generally keeping their heads above water.

The current situations in many schools include:
  • no structured support mechanism in place for the teaching staff
  • low user confidence/perception
  • an outgrown user support system, it was fine when only a few teachers used the technology!
  • support resource under managed, it was fine when only a few technicians were required!
  • continually fire-fighting
  • the same problems being resolved repeatedly rather than eliminated
  • continually interrupt-driven
  • an over dependency on key staff, what do you do when your technician leaves?
  • a lack of focus
  • uncoordinated and unrecorded change taking place, too busy to keep records
  • an inability to cope with changes in the school, too busy to react to changes
  • staff resource/cost requirements being unclear
  • an inconsistent quality of call response and response times
  • no management information available - decisions being based on 'I think' rather than 'I know'
  • no accurate record of ICT equipment
  • no accurate record of the network setup.
Prioritising requests and a common approach
Prioritising requests and a common approach allows for common reporting on incidents.
  • A Single point of contact (SPOC) should spot trends wherever possible prior to contacting the technician.
  • SPOC can ensure the urgent problems are addressed first.
  • SPOC can ensure progress reports from the technician are actioned when there are difficult incidents (that is, ensure progress is monitored on a call).
What does a Service Desk cost?
A well run service desk that has been designed to meet the schools needs should be cost effective.

Knowing that calls will be recorded and passed to the person providing technical support will benefit the users.
Knowing that calls will be prioritised and the best use will be made of the the technical staff's time will benefit the budget holder.
Knowing that the school is able to understand it's systems and have a fair idea of the incidents (tt5015g.htm) logged will benefit the those providing technical support.

Ongoing costs include:
  • Staff costs for running the system
  • Training costs for new staff
  • Updates to logs and reports
  • PC and printer upkeep costs

Time required to run a service desk
Time required to run a service desk .........it all depends!

If your school logs less than 10 calls per week, then it may be simpler to find someone to take on the role as part of their normal daily activities, than if you log over 30 calls per week.
If you have decided on the best method for logging calls that suits your school (logging incidents and making requests), then the time constraint will be less. For example - a school with over 300 PCs and one or two staff providing technical support may find that the technical support staff will struggle for time, if the method of logging calls is the visit office or corridor approach  method.

How much does it cost to setup a service desk
The initial setup costs for providing a service desk could include:
  • PC, printer and networking costs
  • design of paper forms, on-line call logging system, incident log
  • design of reports
  • staff training.
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