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EdFITS How-To Guide 01: Service Desk

EdFITS
Service Desk
How to
Establish a clear, consistent method for school staff to report ICT issues, and for the ICT team to manage, track, and resolve support requests efficiently.

Step-by-Step Implementation 1. Define What the Service Desk Covers Logins and password resets Hardware faults (e.g. projectors, laptops, printers) Wi-Fi and internet problems Software errors Classroom AV support 2. Choose a Logging Method Create a shared email (e.g. ithelp@school.org.uk ) Use a Google or Microsoft Form to log requests Consider basic helpdesk tools (e.g. Freshdesk, Spiceworks) 3. Set Clear Expectations for Staff Tell staff how to report an issue Explain what happens after logging Share response time guidelines (e.g. 24 hours for standard requests) 4. Track and Monitor Tickets Use a spreadsheet or helpdesk to log tickets Record date, priority, issue type, status, and resolution Follow up regularly and ensure nothing is lost or forgotten 5. Review Patterns and Performance Look for recurring issues Generate simple reports for SLT or governors Use data to improve infrastructure or training 6. Communicate Effectively Confirm receipt of requests Notify users when resolved Explain…

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