Reducing on-site IT support

Want to streamline operations and save costs around your IT? Nigel Milligan, IT manager to schools and businesses, has some strategies that you can implement 

Read the full article below or on page 32 in our April magazine

The way that IT support in schools is delivered has not changed for many years. A regular visit from a technician offers a regular feeling of comfort for all staff – however, this isn’t always an effective use of the time that is being paid for. 

It’s a common scenario that busy staff don’t think to be proactive and contact their support at the time when something isn’t working as they wish. Instead, they carry on and once, they see the technician arrive in school, they all pounce before they can even get through the door!In many cases there are often so many verbal requests given that the technician can’t possibly remember and can miss, and not follow-up these requests.

There are many ways that schools can change this way of working to either get full benefit of the on-site time – but schools should also consider that reducing on-site IT support time can help to reduce costs or free-up more budget to spend on much needed resources.

I have written about some of the ways this can be achieved in other articles. Here is a summary of strategies that can help schools to streamline operations and save costs.

• Set up a self-service portal: one effective way to reduce on-site IT support is to provide a self-service portal where staff and students can access information and troubleshoot common IT issues – this could include instructional videos, step-by-step guides, and FAQs.
• Deliver regular training sessions: providing regular training sessions to staff and students can help to reduce IT support requests. These sessions can be used to teach basic troubleshooting skills, demonstrate how to use new software and hardware, and provide tips and best practice for using technology.
• Use remote support tools: remote support tools allow IT staff to access computers and devices remotely to diagnose and fix issues without having to be physically present. This can save time and reduce the need for on-site visits.
• Develop a standardised hardware and software environment: standardising hardware and software across the school can help to reduce IT support requests. It can help to ensure that all devices and software are compatible, reducing the likelihood of issues arising.
• Use cloud-based services: cloud-based services can help to reduce the need for on-site IT support by allowing students and staff to access software and data from anywhere with an internet connection. This can also help to reduce the need for on-site hardware maintenance.
• Insist on proactive maintenance: conducting regular maintenance tasks, such as updating software and performing system backups, can help to reduce the likelihood of issues arising – this can help to reduce the need for on-site IT support by minimising the number of issues that need to be addressed.

By implementing these strategies schools can reduce the need for on-site IT support, which can help to save time and money, as well as improving the overall efficiency of the IT support function.