Change of DNS server across 400 schools meant some schools lacked internet access until changes were made.
If Service Desk staff were unable to resolve, incident would be escalated to network engineers.
This flowchart enabled service desk staff to do most troubleshooting and resolve without escalation. Expediting a resolution
Front of house staff were responsible for setting up a variety of meeting rooms.
They were continuously coming to IT to troubleshoot common issues.
This document assisted them to do common first level troubleshooting and save 17-25 minutes of time and resulting in meetings getting up and running much sooner.
Schools require the ability to see what sites their students and teachers are accessing. To do this for HTTPS sites, you need to decrypt traffic and hence you need to install your own SSL root certificate.
We were finding that some schools that used Firefox were still getting errors.
Here is some simple documentation to fix this issue.