Hello,
At Darlington College of Technology, we have what I believe is an
unusual situation and I wondered if there are any others in the same
boat, who would like to share details of their experiences.
A few months ago it was decided that the college IT Helpdesk would be
relocated and moved into the LRC. It would then be staffed by LRC staff
and our IT staff would no longer be involved in running it. Just to make
it clear, this is the helpdesk which receives reports of all computing
problems across college.
The idea was that the helpdesk would receive fault reports online,
through a specialised software package. Staff on the desk decide who
should handle the fault and forward the message to them.
Problems have to be separated basically into software/network issues and
hardware problems. Other staff (non-LRC) then deal with the problems or
faults.
What I would like to know is:
Are there any other college LRCs performing this role?
Does it have an impact on your other LRC services?
Did you get extra staffing to help you undertake the
helpdesk role?
Are LRC staff running the helpdesk alone, or do IT staff
help to man it too?
What grade staff are involved? Are all LRC staff involved,
or just a select few?
Please send responses to me at [log in to unmask] and I will
summarise for the list.
Thanks.
Mike Dann
Learning Resources Manager
Darlington College of Technology
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