BlogDale

We’ve installed a helpdesk at school. Previously we didn’t need one, since the network was small enough (and used by so few people) that the faults could be reported directly to the technicians in the corridor and they’d have it fixed by lunchtime. But not any more…the network has grown and it has become increasingly difficult for the techs to take jobs on in this way, and to prioritise and track them adequately. And everybody wants a slice of the ICT action these days. IT’s getting busy.

The beauty of the helpdesk is that already, after only a couple of weeks, it has allowed technical support to relax and prioritise their work instead of firefighting. Jobs are getting done, everybody knows where they are and all systems are just tickety-boo.

The solution we’re using is OneOrZero, an Open Source solution. Nicely customisable, we’re still working on defining categories in different areas while we pilot the system. Things look good so far; getting things working properly is one of the first steps in embedding elearning. People need to feel supported and to know where to go for help.