What is 1Degree?
1Degree is the first point of contact for anyone in the Scotch community experiencing technical issues. They work closely alongside the Tech Centre, Library, and Information Learning Technology (ILT) Integrators, assisting staff and students where possible. Their main role is diagnosing IT-related issues, assisting the community member in solving it, and establishing that they know how they can combat the problem in the future. 1Degree is very focused on not only fixing the issue at hand, but also ensuring that the whomever they help is capable of solving the same problem should it arise again at a later date.
To assist with this idea of self-diagnosis and problem-solving, 1Degree is responsible for managing ask.PLCSCOTCH. This is a knowledge base shared with our sister school that consists of hundreds of FAQs. These answers are created by 1Degree and Library staff to help the Scotch community with any IT or Library-related issues. There is also a private staff section and a private ILT section, which are used to document 1Degree and ILT procedures.
There are two physical locations of 1Degree: one in the Senior School Library (SS), and one in the Junior/Middle Library (JML). The desks are centrally located so that they are easily accessible. 1Degree staff are available when direct assistance is required, whether it be at the desk or in a classroom, and online via live chat between 8:00am – 4:00pm during school days. This ensures that there is constant support available to staff, students and parents. In addition to this, should 1Degree be away from the desk they are also contactable by phone or email.
What Tasks and Jobs are Completed by 1Degree?
1Degree’s main role is to assist the Scotch College community with IT-related issues, however, they also work alongside many other departments within the College.
One of the main departments that 1Degree works alongside is the Tech Centre; not only do they assist with simple tasks such as collecting broken machines and returning repaired machines, but also with more complex tasks. 1Degree is an integral part of the annual rollover process (Scotch College issues laptops or iPads to all students dependent on their year level), unpacking, assessing and issuing new laptops, and the collection, cleaning and preparing of old laptops for sale. Both departments communicate frequently using the phones, so 1Degree is constantly assisting the Tech Centre by completing requested tasks whenever possible.
The second department with which 1Degree is closely affiliated is the Library. They assist with the loaning of books and equipment, and the general management of the front desk.
Reprographics are also assisted by 1Degree. They assist with the changing of printer cartridges, monitoring of paper supplies, and are the first point of contact for when there is an unsolved paper jam.
What is the Most Important Piece of Software That You Use?
Desk.com would, without a doubt, be the most important piece of software that we use, closely followed by LibApps. Desk.com allows all 1Degree staff to monitor the 1Degree email account using a case system, whereby each email that comes in generates the creation of a case. Within the system, it is possible to monitor all emails, assign emails to specific 1Degree coaches, reply to emails, and leave notes relevant to the case for all other 1Degree staff to view. This system increases accountability and also ensures that no case is ever lost or left unresolved.
Who Do We Employ?
1Degree staff members are all university students that are part way through completing their degrees. They have a keen interest in ILT and are competent Apple users.
Are There Any Major Differences Between the Two 1Degree desks, JML and SS?
In the Junior/Middle Library the students are much younger and therefore it is 1Degree’s responsibility to meet the student at the classroom (especially in Junior School). Because of this, the JML 1Degree desk is occasionally unmanned. To overcome this issue, there is an iPad installed at the desk where students can enter their problem into a form, which is emailed directly to the 1Degree Desk.com account.
As the Senior School Library tends to be a little quieter than the JML, it is the responsibility of the 1Degree member in the Senior School to monitor the live chat. This means that 1Degree staff at both desks need to communicate should the coach in the Senior School need to step away from the desk for an extended period of time.
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