Environment:
School District with 12 buildings.
1 full time hardware technician.
1 half time hardware technician that works mostly at the high school.
1 helpdesk phone support person who takes trouble calls and creates tickets.
Approximately 1500 PCs & 400 WYSE terminals (thin clients).
Internal courier service that delivers everything from furniture to computers – they operate MWF.
No budget to hire additional personnel at this time.
When there is a problem with a PC or equipment that cannot be resolved over the phone, i.e. the PC is completely dead, it is sent via the Courier Service to the District Office where the repair depot is located and the full time tech sits. He works on these and then sends them back out via the Courier service. If it?s urgent the user will drive their machine to the repair depot and pick it up when done.
Issue:
There are issues that need attention in the schools or require that a user be visited in person. The full time tech is extremely busy with moving work through the depot and has trouble finding time to get out into the schools to deal with the on-site issues. He goes out as he can and where he is going is very ad-hoc based on need and time available/distance to travel. The half time tech also goes out on some calls but most of his time is tied up at the high school. The helpdesk support person receives calls from people who have reported trouble wanting to know when someone is going to come out and help them and they are unable to provide a specific date and time.
We?ve discussed this internally but I?d like an outside perspective and some input on what others are doing.