Help Desk Software to be Implemented

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A TSMS will be implemented in all schools/locations by September 2012 to help track and manage all technology repair requests. Existing technology support personnel will access the system to find tickets, complete repairs and notify who ever submitted the request when issue is resolved.

Implementation of the RVS Technology Support Management System (TSMS)

RVS has added thousands of additional devices/technologies in the last few years and these devices/technologies are required for daily teaching and learning.  The current support system of issue reporting through email and face to face in our 40 locations is no longer effective.  

A TSMS will be implemented in all schools/locations by September 2012 to help track and manage all technology repair requests.  Existing technology support personnel will access the system to find tickets, complete repairs and notify who ever submitted the request when issue is resolved.

From February to June 2012, the TSMS will be phased in throughout RVS.  The implementation sequence will be posted once the pilot is complete on the RVS website.  The pilot will be completed in February.  

Implementation at each school/site will involve the following:

  1. Notification of school staff of the start date
  2. Training of the school technologist
  3. Training of school staff to submit repair request tickets by school technologist
  4. After a month of implementation at a school, service requests will be required before technology support can be commence.  

 

 

After implementation division technology analysts will no longer be assigned specific schools/sites.  All division analysts will support schools/sites through the TSMS.  

 

 

Issues with district web based technologies will be reported with the TSMS.  ie.  PowerSchool, Plone, Moodle, EPearl, Mahara.

 

How does the TSMS work?
  1. Staff with technology trouble will use their GroupWise username and password to login to the TSMS website and enter a service request describing the issue.  If this is not possible the local tech will do this.
  2. After the staff member submits the service request a confirmation email is sent to them.
  3. If required the local tech will talk to the staff member about the issue.
  4. The issue will be resolved or escalated to division analysts.
  5. Once the issue is resolved an email confirmation of the service request being closed will be received by the staff member.
  6. Staff can login to the system at any time to track issue(s) reported.

 

As you can read above it is very important each staff members complete their own service request.  If they do not they will never know the status of the issue.  - ie submitted - in progress - closed.  School techs will help create support requests the first month but after that it will be up to the individual.

 

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