Operational procedures and guidelines. 3.1. Any member of staff may log faults and requests via the online helpdesk. 3.2. It is requested that all tasks are logged to the online helpdesk by school staff. 3.3. Calls not logged on the online helpdesk risk being missed or not prioritised correctly against other known work. It is recommended that a school main contact person be nominated to simplify fault management and feedback. The main contact, ideally a technical lead, will agree helpdesk priorities for visiting technicians at the start of the visit. 3.4. Regular site visit support is booked as a standard half day slot (three hours). Regular visits at less than a half day are consumed in units of half an hour but will also include travelling time.
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