Any organisation that needs to understand their technical support requirements will start with
implementing a Service Desk. It will help them put all technical requirements through a single point
of contact to understand what their needs are and how they are currently addressing them.
Most organisations provide service desks for IT support, building support, HR support - anywhere
that staff need lots of interaction with a department.
Using the tools and advice on this website will help match the service desk to your schools needs.
Whilst case studies can be helpful, knowing your own requirements completely will be fundamental
in setting up the technical support required in your school.
Identify who will staff the Service Desk
- the person manning the service desk needs good interpersonal skills
- the person manning the service desk should not be the person providing technical support
(because they will be somewhere providing technical support!)
- the person manning the service desk does not need to be technical but does need to be
organised
- the service desk could be part of another role performed by an existing member of staff
identified by the school
- remember the service desk will enable the person providing technical support to concentrate on
that work and not the details of how to log a call.
Identify the users of a Service Desk
Anyone who comes into contact with using computer equipment or the results of using it is
potentially a user of the Service Desk.
This would probably include:
- Teachers
- Classroom assistants
- Students
- Administration staff
- Technicians
- Head teachers
You also need to think about others that would benefit from being able to make requests or log
incidents through the service desk
