Is there a place in your school where you can log faults, request new equipment and
find out how to use software? If not, it's time to discover the advantages of having a
service desk.
Aim
The aim of this section is to introduce the topic of service desk and to help you
implement the process in your school with a minimum of preparation and training.
Objectives
The objectives of this section are to enable you to:
- understand how recording calls and keeping records can benefit the school
- understand how the single point of contact could work for you
- understand at which stage to make contact with a technician
- decide how to enable users to log calls and make requests
- show how the call log can form the basis of a knowledge base
- understand how using the service desk will help the technical support
function become more effective
- decide how the service desk can help gather details for the reports
described in FITS.
Structure
The topic is arranged in the following sections:
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Topic home page
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- Aim and objectives of this section
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- An introduction to the Service Desk process, including
the roles and responsibilities involved
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- A guide to implementing the Service Desk process,
with direct links to templates and examples
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- A guide to the ongoing operation of the Service Desk
process
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- All of the examples and templates collected together
in one area
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- All roles and responsibilities collected together in one
area
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- A summary of the process and what you should have
achieved, plus a checklist to help you identify whether
you need to revisit any of the materials
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