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I would like to say that I helped and guided many colleagues to use ICTs. Some have learned harder, some easier. I used the example. At first I envied then thanked me because I helped.

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We are expected of all ... yes! When we enter the school our name changes into "Good that I meet you"!
We have a lot of old computers working at school and tech problems like cables, switching computers, replacing toners, copies plafond, ... now are done by a member of the non-teaching staff. I will then have to fix the malfunctions but in a technical room, instead of having to wait for lessons to end or running more often from one room to the other. Different colleagues manage the school website and the moodle platform. I share the management users of the office 365 plataform with another colleague. A vocational course is being trained to help maintaining the ICT structure and providing training to staff.

Even though ... time is never enough!

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Unfortunately I am expected to fix everything at school...  It seems my role is to be everywhere and do everything. SOlutions? This year I have tried to be only an admin. But it can not work until people do not assume their role. What I mean is also  about very little things. Cooperation starts from the bottom. 1-communication,       2. cooperation. Not to be always critics without suggesting...
AT administrative level I need to  be supported more,  now we have have the new  digital administration team but there  is still  not enough cooperation with the other part of the people who should be more active.

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On Expectations. Well if you can fix the problem quickly then you are some sort of nerd/genius. (That's great if you've come across it before) If you can't then you are useless/clueless/insert your own word. Unfortunately there is nowhere in between.

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Of course everybody will ask for help before even trying to help themselves out of a small problem. Too many of my daily polite answers should really sound like "Hit F1 and look what happens" or "ask google, not me ". My job as tech assistant is terribly overloaded by people trying to use my brain instead of theirs, literally. Ignorance always leads to a loss of personal responsibility.

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I would like to have broadband everywere, free wifi at high speeds, so we can go to cloud with no restrictions from a structural part. From a contents part every content can have a more deep ICT approach.

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I expect to extend the use of the technologies we already have working. I am dissappointed by the missuse of systems the school has invest a lot of money with

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An ideal situation:
1.-faster WIFI connection,
2.-embedding ICT in every subject.
3.- interest of senior teachers.
4.- give real value to e-learning.
5.- professional ICT administrator

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I think it's important that we work as a team and that the work mustn't be done by one person

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I would like greater cooperation and understanding on the part of the whole school.

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Jeane de Fatima, Rio de Janeiro - Brazil

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Jeane de Fatima, Rio de Janeiro - Brazil

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The use of the internet is still not very accepted by some teachers and in our school we put an overhead projector connected to the PC using the wifi.
The equipment was available for use, but the professional did not use it, showed no interest in learning and how to improve the lesson, even if it is to play a video of a movie to watch.
Ignorance of the technology often prevents them from offering attractive activities.

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In Italian secondary school there is a specific role for these activities covered by technicians theoretically well trained on their job.  Unfortunatelly, in many cases that people are old technicians coming from  dismissed laboratories of different disciplines (chemistry, biology,...). They are able only to carry out low-level actions (not less important than others); so we need to train technical staff to manage ITC technologes in every direction, in order to solve problem of interconnection,  let teachers only to teach, and help them to use the educational tools adopted.

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I've had to laugh at the title of this exercise.!!! Not only am I required to fix everything and everyone, at  times, it feels like I'm expected to know in advance what is going wrong and have a solution ready once the teachers realises there is an issue.
A perfect scenario is to have a future-proof system, that is easy to maintain and does not break down. (Both hardware and software)
I'd like to charge people €5 for every time I need to re-set a password, unblock pop-ups or remind them to read the instructions on the activity being undertaken. Perhaps users are just being lazy or is it just me who has noticed that users do not seem to read the fine-print of any exercise???

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In most Greek schools everyone expects that an ICT teacher have to know everything and be able to fix everything and of course at no time with limited or no badget at all!! ... and at he same time he/she has to deliver his/her teching at a hi level!

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Sometimes I think if it has a plug attached I'll have to have a look at it if there is a problem. The problem is probably improved but I keep insisting I know little more than anyone else troubleshooting is a logical approach that we can all follow.

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In my school there are some teachers that need colleagues help even to login to moodle.

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Turkey/İstanbul

I am faced with a lot of problems because my school's infrastructure is old, but I am trying to fix problems lovingly because I give educational support. Sometimes, even a simple question, I can make me mad

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In the beginning I think staff thought I was their personal guru for all things IT. My main task is to record issues and schedule maintenance once a week. I no longer change ink - teachers can do that now (though in the beginning were reluctant to be shown how to). I have a great Admin staff and we have a system in operation so we never run out of ink .... I am expected to change wifi passwords and renew all devices including personal staff devices. I take it upon myself to learn about new applications and pass on to my colleagues. I have typed up how to guides for re-occuring issues that all staff should know how to fix themselves and I do refer to the IT noticeboard daily. As ICT co-ordinator you always seem to be on call but have to lay down the rules too.

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This is the eternal debate: what kind of maintenance has to do a "normal user". In the case of teachers, things like installing a software, changing the network IP, or replace a cartridge, must be done without help. The case of students has more variability, because depends on the age, the previous skills, the school policy of use,...
One thing is obvious: ICT administrator is not God. Only two hands and one brain: not enough to fix everything and help everyone always.

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I don't expect to fix everything and help everyone at all. I think that every person in school plays an important role to the good functioning of the school equipment. For instance, students should let teachers know if something goes wrong with a part of equipment as soon as possible. If the problem is minor, like replacing toner, teachers can solve it by themselves. If not, they should announce the senior management and so on.

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Everything that has a computer component to it oseems to be finding itself my way now! All repairs, all installs, admin programmes, drama backdrops, storage of school photos, printing, photocopying, planning etc. There are some members of staff who feel able to do some basic trouble shooting when there are technical issues and for that I'm very grateful.

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My theorical role would be like this:
- Students or teachers detect a problem. They have basic notions to identify the problem, discard simple solutions as something unplugged and so on, and then report the problem perfectly defined (What, where, when and how is not working,  and what they have tried to solve it).
- I read this report and check a second-level battery of solutions based on experience etc...In case of not working I decide what type of external support we need, and call them.

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Yep fix everything, know everything IT and explain it all in simple terms.  If the kettle was digital I'd have to make the coffee for all as well :-).  Even as I write this I have a laptop updating after have fresh install of windows......quicker than trying to trouble shoot the profile/driver or whatever was the problem.
I try to help my colleagues help themselves.  I will not fix simple problems, but rather guide them to the solutions so that when they encounter the same again they dot have to wait for me to solve it.  Some staff are reluctant (or scared) to fix things, but in general the level of trouble shooting and supporting each other has improved.
When I'm not in the mood to sort it my answers get more technical and you can see the glaze come over their eyes.........
Each professional should be looking to learn to solve their problems when they can, I closely watch our ICT support when  ever we call them in, I learn from them in this way and expect all staff to do the same, to learn to solve the day to day issues as they can.  If only I could get them to delete the print queue before replacing toner.....

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It is really important to solve the problems as soon as it is possible when you work at school. But it happend that Wi-Fi is slow. Team work at school is very important

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I feel like "Bob the Builder": can we fix it? Yes, we can!
Many collegues call me (while I am in my classroom, teaching to other students!) to ask how they can run the projector or how to turn on the pc. So I am trying to define my role: I won't leave the class to go to the lab or anywhere else. When I finished my teaching job I start my ICT Admin role. I always try to explain what I am doing to fix a connection or any other situation so that my collegues can face the same situation on their own. But it is not easy!

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I would like greater cooperation and understanding on the part of the whole school, the enhancement of the role that each plays, having respect for everyone, students, teachers, manager

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I think to solve problems of any kind, there is need of collaboration between all staff, from the manager to the collaborators, alone

you can’t fix everything.

As regards the students we should entrust the roles of responsibility, once definitely involved will feel more gratified, and each will be able to fulfill its task with seriousness.

The teachers should have the good will to solve problems even if resources are poor. But of course we can always improvise, the school should intervene, to resolve the problems with celerity. One of the most important things that the school should do and invest money to train staff, for being sufficiently qualified.Invest in people to acquire new skills and knowledge in the use of technologies in order to build a methodology of learning and shared innovative teaching, it certainly is a very good investment.

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Always teachers and students expect more. In general people tend to become accustomed to call and receive the support, even if they could learn to fit it. In our school we offer support service to teachers, no to students directly. If they need help it has to be through the teachers.We are thinking about creating a FAQ with the most common problems and solutions, in order to have more time to do other things that can add more value to the school. In an ideal situation, teachers would be able to fix problems with projector's connexions, to search for solutions for basic problems in Google and youtube, to search for tutorials, so, to be able to resolve basic problems by themselves (1.1 and 5.1 digital competence in DigComp framework)

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In Italy usually teacher are good to solve practical problems and to go ahead without so many resources. I hope in the future it will be more easy for the school to improve the ICT organization in order to allow teachers to be more focused on teaching problems.

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In most Greek school an ICT teacher is expected to know everything, to be able to fix everything at no time; sth like a multi-functioning machine!
That's not plausible in any case!

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I do not expect to solve all the problems: all the staff should be qualified enough to achieve the common goals.

Students should respect the school security policy about the use of smartphone, access to school web connection  in order to use technology to enhance their learning.

Teachers should respect the school security policy too and control the actions of students about the web at school: they should be more aware of the usefulness of technology in their profession and choose the most suitable devices to achieve the educational objectives they had previously set.

The ICT administrator should support teachers and students in using ICT  technologies and manage the  LAN network at school.

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It is true that we are expected of us to know everything, to fix everything, and especially to do it immediately. I always try to help teachers in everything, solving doubts, through training courses, sessions, etc.

My ideal situation would be:

Teachers had some more technological knowledge.

Students see the use of new technologies as a tool that can improve their study

Principals see the importance of providing good resources both hardware and software to the school.

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I am always helpful and collaborative. I always keep myself all trained and up to date to be able to train and help my colleagues. I am not responsible for the labs, the lab assistants are.

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I expect myself to be helpful first of all. This is why I founded an eTwinning group in Italian which is about ICT leaders. I think that sharing best practices is the best for us in our situation.

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No, I'm not expected to fix everything...In my Institute every school has its own responsible for the ICT lab, and we help each other sharing advices and knowledges

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It`s my duties- i am ICT engineer.

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What I expect?
To get the right training to become an ICT expert.

Not improvise every time there is a problem and spend hours in front of the computer surfing internet to try to find a solution.

School should start invest money to train their personnel and staff.

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Andrea was very clear in describing similar situations in many italian schools. Anyway, teachers are more and more aware that they should train in ICT, in fact the courses done by my ICT administrator were full. The problem as usual is passing from theory to practise. I also think that students could be a resourse. Sometimes they have computer abilities that teachers still haven't. They can be used as computer responsible in class and may solve simple problems. Moreover I think smartphones can be a resourse in class especially for students with special needs. In any case all teachers should be aware of rules and esafety

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Fixing everything for everyone is something that may have happened at 80' or 90'. Nowadays, students take care of their files and work in ICT. , teachers have their own accounts in PCs and senior management is coordinating ICT sevices, helping students and staff where they cannot do it by themselfs. Ideal is what Paul Hynes has achieved in his shcool to emerge students to provide the primary basic help to the ICT problem, when it arises. So 90% of the problems are fixed by the students. :)

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The students should respect the school policy about the use of smartphone, access to school web connection, school security policy. Teachers should respect the school security policy and control the actions of students about the web at school. The ICT administrator should control teachers and students and should offer assistance to them in using ICT  technologies and to manage the  LAN network at school.

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Issues related to ICT in a school are many. In many cases, the solution to problems is quite simple: in these cases I prefer to explain to colleagues who have the problem how to solve it easily, so when it will reoccur again, you will not need my intervention. I think it is very useful to make use of the "digital leaders" students for daily digital practices in the classroom. Some tasks may be delegated to the ICT administrator collaborators, who together with him can be a digital team. Team members can divide the simplest tasks according to their specific skills.

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The network administrator must work in harmony with the Headmaster: a clear delineation of roles and unequivocal. A clear assignments of levels of access and use, according to shared protocols.

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I think the ideal situation would be: good training for teachers; teachers interested in learning; an ICT administrator in the school in charge of maintenance of the equipment and that teaches students the basic skills about ICT competence.

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I am expected to do everything and my colleagues think that I know to do all related with technologies. I know something, but not all. When I have a problem I call to a colleague who is in charge of the technologies of my area and he always solve my problems.
Now I am teacher, electric, informatic..... I am really busy everyday.

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I am just a teacher, but I do not expect just one person to be responsible for all. All teacher should be provided with some training and get familiar with the basic foundations and not to bother him/her with irrelevant things. IT administrator should be responsible to deal with more complex and resolving major problems. In order this to happen we must have a document clearly stating the work responsibilities of IT administrator and teachers when using technology.

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I clearly state "I dont know the answer to this problem, lest get a group together and do some research". This will work if the issue is affecting enough people or if the benefits to using a new technology are obvious.

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I agree with Andrea and Lucia and Silvana, we something like a swiss army knife...

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I agree with Andrea and Lucia and Silvana, we something like a swiss army knife...

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If you are an ICT teacher they think you know and have to do everything, from replacing the toner, why net is down, to why my laptop at home is slow.

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a) Thankfully, I'm not involved in Administrator's challenges and problems. I'm pretty sure that many problems could be overcome with just a little more internal training, in order to help our colleagues to work effectively. But, when all my colleagues will be trained enough, a new
challenge will appear: more people will use the Internet on school computers so that our weak infrastructure will hardly support such an increased load in its use.
b) 1. Security skills. 2. Use of the Internet. 3. Knowledge of relevant technology.
c) Very little training possibilities, unless you study on your own: I have never heard about dedicated training centers in my area. In some ways, however, our Ministry of Education is showing some efforts by training some schools representatives, who should start some basic "cascade" courses for our colleagues. However, there are also lots of courses that can be accessed over the internet, from Microsoft, Google, Cisco, Firefox, ... Everybody who has a real interest in improving their skills can find effective material, but I'm sure that old-style face to face training would be much more effective in training ICT dministrators.

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Agree with Andrea and Lucia. And the threshold of our role...it is a very fade line...

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I think my Italian colleagues have already said a lot about our situation in Italy.Things are changing even if sometimes we would hope they could change faster! As I mentioned previously I'm a member of the so called digital team for innovation and  eTwinning ambassador for my region Emilia- Romagna. I think students and teacher can profit a lot by participating in eTwinning projects .They can become more independent and creative and more aware of risks and potentialities of the use of the net. Many of my colleagues ask me for help by introducing new tools in their classes and we try to have a clear and shared a pedagogical aim in doing that and clear and shared rules for the use. I think my role  is to  accompany my students and to help them through this  path  helping them to become creators of their knowledge by gaining crucial competences  for their life. I can support my colleagues in gaining more self consciousness of their potentialities. But they must be the actors of this process. I think an ideal situation could be the participation of as many teachers and students as possible in eTwinning and Erasmus+ projects. I think the possibility to share ideas and innovating practices with partners form all over Europe can foster and sustain motivation for gaining new competences and knowledge  in using technologies in order to build a  shared innovating learning and teaching methodology. Invest on people through good  and responsible use of technology.

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I feel that Andrea has described our situation in Italy very precisely and truthfully. I would not know what to add to the picture.
It took me a long time to explain to fellow teachers that I am not the fix-it-all person on the grounds. The unwanted side-effect is that now they think I am not up to the job ("She does not know how to do things")
Lots of time now goes into LISTENING to other people's problems and taking them to the right person or showing them the right resource.

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Here in Italy, the National Digital School Plan says that there should be a so called "Digital Team" with some people training on digital resources and methods for teaching, and even a "First Aid". But (as it happens in my school) there are not so many interested or trained people, so that everything is on the same shoulders.
In an ideal situation I think that:
a- students should be respectful of rules and school devices and places
b- teachers should first of all respect, share and make pupils respect rules, use devices in an intelligent way, and share problems with technicians, solve simpler ones and communicate more complex ones. And most of all, be trained and respect ICT security issues!
c- manage training, deal with main issues, have a vision and share with school principal

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Boyd has some disadvantages as well - because teachers and students then think, the ict administrator should also fix their private laptop problems -e.g. remove viruses, install software,...
this is sometimes really hard, and the question is where is the limit?

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I, as I said before, I use only this year in school technology. In addition to the limited technical knowledge and the limited bugget, there are always new and unexpected problems. If you solve these problems is an external technician, he can devote more time, but if it has to solve the teacher in class time, this is a drama !!!

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That can be the case but its a culture you must work on to eliminate.

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The most important thing that all scolasctico system should deal with and understand that it is not possible improvisation to solve the problems that arise on a daily basis but you have to specialize teachers to resolve them in a professional and definitive way.

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The first problem I had to face was the opposing of my colleagues to ICT. Therefore, I organized some training session. I could involve at least 20 colleagues with google drive, padlet, edmodo, edpuzzle and quizzes of google.
Another problem is that we don't have the possibility to update our computers and the operating system as well. I have tested sodilinux and I proposed to my principal to switch to it. It will allow us to save much money, devices are running longer, there will be no need of antivirus and  all software is completely free.

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I do not expect to solve all the problems, but I think a greater specialization of some figures is essential. In this way the students can use technology to enhance their learning, teachers will be more aware of the usefulness of technology in their profession and will choose the device most suitable to achieve the educational objectives they have set, executives they will understand it isn't enough just to know how to replace the toner, but it is essential that staff are qualified.

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Lorella Gilotti
I try to help and give advice to my sts and collegues. They often ask me. My expecations are based on the willness of manager to spend more money in structure, equipment and programmes.

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I wish that every school had a specialized ITC technician, so that I can dedicate to training of colleagues and school having a well-structured network and a functioning and secure wifi

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I am trying to involve them and give information if they need.

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Everybody expects everything from me.

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I try to be of help

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I have two boards.

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In fact in our school there are more difficult in infrustructures ,,, we have only 6 computer ,,, but in fact we work in collaboration together ....

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Everyone does his/her best.

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I have few white boards and no pc

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a)students should be digital champions but... security issues.
b) Our teachers are often non-technical. The system should be very easy for them to use.
c) our managers are also non-technical so information has to be presented clearly.
d) the admin would be doing most of the tasks mentioned - they just need good training/documentation.

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I am dealing with everything

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If a colleague needs help, I do it. But I still insist that every computer user must know the basics of software and hardware.

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Usually i have to deal with everything

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No, I have to deal with difficult situation and not all problems:printers etc...