• P Jones (7/3/2014)


    Gary Varga (7/3/2014)


    P Jones (7/3/2014)


    We base our operation on the ITIL framework so the central IT helpdesk is the single point of contact - the front line for anything IT (or phones) related and they are professionals at user communication so even if it is something non-IT they will help and pass the caller to the correct place. The message to contact them is well published around the business which is split between a dozen sites scattered around Britain and it seems to work well.

    If people come to us directly or try a "drive-by" as we're passing their office, the standard line that we communicate to them as quickly as possible when they start talking is "Raise a helpdesk call first - we can't do anything without a call". This applies to internal work in the department (e.g. put the CUs on the test servers) as well as for the users.

    The calls system is a great way of managing the workload, showing management what we do and how long it is taking and also passing work around within the IT department as we too are spread across Britain.

    There are of course still those who develop their own spreadsheets or access databases on user drives for business use but the corporate strategy is increasingly to not accept data from non-standard reports and the senior business analysts are major players in upholding this. Getting the senior management of all areas aware of IT capabilities is important as they cascade the information down and ask why people are doing this work instead of using the IT team.

    I recently worked at a place where they use their PCs as phones as well (softphones?). My system wasn't setup so I raised an incident via an online system to ensure that the appropriate channels were used. The incident was changed, asking me to call the helpdesk. I updated the incident stating that there were no working phones near my desk so I was unable to do as they asked. They closed the incident and we are not allowed to contact the team directly.

    The helpdesk is on the same floor.

    Yup, we have some staff in a workshop without landlines (can't get lines in) who regularly walk across the site and upstairs to the desk to raise their call in person rather than use a mobile!

    For the record, I have no problem with helpdesk demanding an email/online/phone call incident raising requirement as long as they understand that there are exceptions when that is impossible e.g. if the phone is connected via a PC and you cannot login. The only caveat is understanding and excepting when situations arise when it is not viable to enforce such a rule. On the other hand, it is the responsibility of the person raising the incident to go through defined channels wherever possible.

    Gaz

    -- Stop your grinnin' and drop your linen...they're everywhere!!!