Final month throughout my IL Ed Tech Coaches assembly a coach inquired about anybody having a doc that mirrored when academics ought to search assist from them vs. the college’s IT assist desk. Nobody recalled having seen such a doc so we brainstormed situations the place this might happen. I took the responses and made them into an easy-to-read infographic. I additionally shared the infographic on ISTE’s neighborhood discussion board so my PLN may use it. The suggestions was full of life! It is featured under. 

Authentic ISTE Put up:

In a current instructional expertise coaches assembly one of many members requested the group if we recalled seeing any paperwork that will clarify to academics when to go to their coach vs the IT assist desk. We crowdsourced a listing of situations and I created an infographic to mirror this. You may view it right here: What else would you embody?


  • I believe this can be a useful visible help and fairly spot on.

  • I am undecided the right way to incorporate it, however I believe it could even be useful to speak that HelpDesk is extra of a reactive useful resource whereas Coach is a proactive one.

  • Why not create a assist desk that enables help from each. For instance, at my college, we encourage our school and employees to request help from one inside assist desk system. Then the request is delegated to an individual that may present one of the best help. Inside our assist desk system, we will ship non-public messages to others on the crew, which we use to assist make clear who’s one of the best individual for the job. Then that assist desk request is assigned to that individual. (coach)

  • It in all probability will rely on the dimensions of the group and whether or not the “how-to” individuals and the “it is damaged” individuals are a part of the identical workgroup. In our district, we’re all a part of the expertise division and it is sensible for us to get requests by way of the assistance desk in addition to immediately. In different districts, the tech coaches are hooked up to the curriculum arm and that would make it tougher to arrange a workflow.

    • We nonetheless spend a good chunk of time explaining to those who we’re two separate teams, although. Lecturers generally tend to seize anybody from Know-how who’s within the constructing. I am unable to repair damaged {hardware} or an issue with the community (though I may also help test settings) and our techs aren’t educated to assist with any of the how-to stuff, not to mention efficient tech integration. (coach)

  • Nice question-  in our district we simply merged instructional expertise and infrastructure underneath one umbrella generally known as Know-how Providers. Know-how providers’ foremost purpose is to make sure our college students and the MNPS neighborhood are ready to fulfill their each day calls for by way of Know-how. My crew immediately influences the academic elements of Know-how and whereas we’ll supply fast technical trouble-shooting suggestions our foremost focus is instruction. To assist our end-users perceive the function we created the hooked up infographic to point out how we help expertise instruction. (director)

  • I at all times really feel strongly that there must be a really agency line between Info Know-how and Schooling Know-how. I believe it may nearly be simplified.

  • Any issues about utilizing expertise as a device for schooling – Coach or Schooling Technologist.

  • Nuts and bolts on making {hardware} and non-educational software program work – Assist Desk or Info Technologist.

  • You may create sub-bullets underneath these after all, however I believe it is essential for school and college students to grasp the distinction so neither crew will get pulled into what is not their specialty. (program supervisor, faculty)

  • I like your infographic! I get numerous requests to unblock web sites. I shouldn’t have the power to go round our filters but academics suppose as a result of I’m an tutorial expertise coach, I’ve magical entry to all the things. I want I did, however I don’t. (coach)

  • I actually like your infographic, I are usually the primary level of contact for any expertise issues in my district so one thing like this might be useful.  Are you in a Google district?  In that case you may wish to take into consideration including one thing about who to go to for particular help (for instance, who to contact about utilizing Classroom versus who can add an extension, and so forth)

    • Additionally, who do academics go to for digital textbooks and different content-specific assets.  A whole lot of instances academics contact me as an alternative of their division administrator simply because it is on-line. (coach)

  • I like, love, love this infographic! It might actually be a high quality line that’s walked when working with academics who want the tech to work to ensure that them to make use of it of their classes! Nevertheless, this delineates it properly!!

  • I just like the infographic as a result of it’s totally visible.  However what I actually like about it’s that you’re modeling one thing they might use with their college students. (principal)

  • Nice Graphic! I will share it with my employees. Principally, the best way I clarify it’s this …

  • If it has a plug and it is damaged… name IT

  • If it has a plug and also you wish to know the right way to encourage your college students with it … name your coach! (coach)

  • Nicole, that is superior. I like the information. graphic.  These align with something I’d have supplied as a suggestion.  Thanks for sharing this.  I respect it! (coach)

  • You have got such an ideal assortment of replies – I actually wish to excerpt a few of the responses and put them on IT t-shirts! That is my second district helping with Know-how Integration and I believe Scott’s remark about being ‘the primary level of contact for any expertise issues’ actually hit dwelling.

    • Whereas you will need to let employees know when an issue is extra for the Assist Desk versus precise expertise integration/teaching, the fact of the scenario is one other factor. Typically, I’m strolling down the corridor and a trainer sticks their head out of the door and says one thing like “Oh because you’re proper right here – how do I add the library printer to my laptop?”… For me, it is not simple to say “Contact the Assist Desk”. First, it looks like I do not wish to assist. If I’m in the course of some disaster, I can Allow them to know that II haven’t got time to spare, however truthfully, that is not at all times the case. Second, I could have performed configured a printer for this individual previously and they’re conscious that I do know the steps, so “why not do it now”… Third, there is a little bit of the unknown (of their minds) in redirecting them to another person. In each Assist Desk, there is a vary of expertise and there is at all times the chance that they get somebody who can not help and, let’s face it, they need the reply *now* (a la Veruca Salt).

    • To at the very least attempt to tackle these conflicting points, I created an interactive Google Slide deck that I termed the ‘Information Base’. I made a listing of drawback areas that I’ve been dragged into and, over time, discovered or created how-to guides/movies to deal with the most typical issues. I then constructed a collection of slides that permit customers discover their subject and (hopefully) click on on an answer. When considered in Current Mode, it lets customers stroll their manner down an issue tree till they get to a decision. If the advised repair does not work for them, it tells them whether or not to contact me or the Assist Desk.

    • I posted this on our district Tech web page and, as soon as it was marketed over and over, I may deal with that in-the-moment printer request by saying “Oh, that is within the Information Base”. That gave them a solution, but in addition made them liable for the implementation versus counting on me. And, to me, that is what we finally need – customers fixing issues if they will!

    • A model of that slide deck is right here. I am going to add some big caveats that numerous the paperwork referenced should still be inside my outdated district, so no guarantees that they’re accessible.  I am sharing this simply as a mannequin that is likely to be tailored by others for their very own drawback units and options. Simply one other strategy to take care of the everlasting tech assist vs. teaching subject. (coach)

  • Nicole: This infographic is fabulous! I’d add maybe utilizing the IT Assist Desk for login errors or points. We get that one quite a bit and must refer the scholar to the assistance desk for a password reset. (faculty professor)

  • Hello Nicole! Thanks for sharing such an ideal infographic! It is actually useful. I’ll share it in school. Our assist desk and edtech coach are at all times coping with this type of subject.I agree with Theresa Phillips, it is so necessary to mannequin this! (trainer)