Simplifying L1 Tasks to Reduce Escalations

Stuart Lamont, Ivanhoe Grammar SchoolPart of XW17

A story of automating Helpdesk tasks through 3 tools.

  1. LoginScript
    • Why script this?
    • What does it do exactly?
    • How did you make it do that?
    • Who benefits from this/uses this?
    • What Problems does it have?
    • Future Plans for enhancements?
  2. Outlook for Mac Signature Script
    • Why script this?
    • What does it do exactly?
    • How did you make it do that?
    • Who benefits from this/uses this?
    • What Problems does it have?
    • Future Plans for enhancements?
  3. BackupScript/RestoreScript
    • Why script this?
    • What does it do exactly?
    • How did you make it do that?
    • Who benefits from this/uses this?
    • What Problems does it have?
    • Future Plans for enhancements?

Summary

While none of these custom built tools are new or groundbreaking, the concept of introducing tools to improve the experience of L1 Helpdesk Staff, therefore reducing escalations, can make a huge difference to our work as Sys-Admins.


Stuart is the Apple Infrastructure Administrator at Ivanhoe Grammar School. With Several years experience in Apple Break/Fix on top of ACTC and JAMF Certifications, Stuart has both Hardware and Admin experience working with Apple Products in Education and Corporate environments over the past 7 years.

Over the past 3 years Stuart has changed the face of macOS Deployment at Ivanhoe Grammar School. An Active member of the Melbourne Apple Admins Community, Stuart has a keen interest in automating and simplifying Helpdesk tasks