Primary and Early Years > Interest > Technical support

P22: How can technical support in a school help teachers?
Author: Rhodri Stone, ICT Technician, Warren Junior School, Barking and Dagenham
Date: 2005

Rhodri investigated how he could best provide technical support for the teachers in his school, with particular reference to how they requested assistance and submitted faults. He trialed a basic MS Word document which teachers would fill in and then email back to him. He then progressed onto a Microsoft Outlook custom form with drop-down menus, which was more time efficient. However his implementation of a third system, a Liberum Helpdesk which runs from the school intranet, has proved to be the most successful solution.

Evidence of this can be seen in the results of questionnaires given in staff meetings using the Classroom Performance System voting system. The same questionnaire was given before and after the online helpdesk system was operated. It revealed greater satisfaction with the new system, as well as identifying potential continuing professional development needs in order to maximise the value of the system for staff. The technician himself observes that the system has increased his time management efficiency.

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