The smooth running of schools ICT is supported by our dedicated Helpline Service Desk.
Service Desk Support
For most schools, the smooth running of ICT is essential for teaching and learning, as well as management and administration. Investment in technology is high so it’s also important to ensure that the best possible use is made of it.
ICT solutions are also complex, so periodic failures are inevitable however pro-active a school is in putting in place preventative measures. A high-quality Service Desk is essential, so that when things go wrong and when staff need help or guidance to make better use of technology, help is at hand. You can contact us by phone or email – we will give you the best advice available.
Our Helpline staff are highly experienced and provide a complete range of support for ICT. A key area of support for schools is their Management Information System and we are accredited to provide support for SIMS. We can also provide in-depth technical support and advice on networks, hosted and virtualised systems, telephony (including VoIP) and the use of ICT in the classroom. We also have a team of trainers and consultants for schools wanting more in-depth support.
When callers need it, we make use of remote support tools that enable us to see your screen (with permission) to assist with diagnosing problems. Schools with enhanced support packages benefit from full fault-resolution and proactive monitoring including site visits where appropriate. All requests are logged and monitored using an industry-standard CRM (Customer Relationship Management) system.
How our service works
Our Service Desk (known as The Helpline) and our Technical Services team is staffed throughout the year on Monday to Friday from 8.00am to 5.00pm (4.30pm on Fridays). Service Requests can be made by calling 0300 300 0000, by email to firstname.lastname@example.org, or by visiting our Online Helpdesk. Our performance targets depend on the severity of the problem as indicated below:
|Level of Severity||Description||Example|
|Low||Minimal number of customers affected and/or able to deliver an acceptable service. Work that cannot be completed by staff is not time sensitive. Damage to reputation of business is minimal.||
|Medium||Moderate number of customers affected and/or not able to do their job properly. (One School). Damage to reputation of business is moderate.||
|High||Large number of customers affected and/or not able to do their job; Multiple Schools, Academy or Federation. Damage to reputation of business is high. Work is highly time sensitive; Ofsted or census.||
|Low||Minimal disruption – work around in place for school – not time critical|
|Medium||Medium disruption – one school system affected – non urgent time critical|
|High||Major Disruption – multiple systems affected -urgent time critical|
|SLA Targets||Priority 1||Priority 2||Priority 3||Priority 4|
|Response Goals||Respond within:||Plan within:||Complete within:|
|Priority 1||30 minutes (100%)||2 hours (90%)||1 day (75%)|
|Priority 2||1 hour (100%)||4 hours (75%)||2 days (80%)|
|Priority 3||1 day (100%)||1 day (75%)||4 days (85%)|
|Priority 4||2 days (100%)||4 days (75%)||7 days (75%)|
Our team monitors feedback, suggestions, comments and any complaints from our customers to enable our Senior Management Team to deliver a strategy to support the on-going and growing needs of our schools. On closure of a case, you should receive an email containing a link to our online feedback form to enable you to provide feedback on how the case was handled.
The ICT Service aims to provide a high-quality service. However, sometimes things can go wrong. We have a complaints procedure that ensures any issue can be investigated thoroughly and dealt with quickly and fairly, with a detailed response provided to you. If we are wrong, we will apologise and offer redress. We will make every effort to ensure the issue does not recur. You can contact the team with any question or concern by calling 0300 300 0000 or by email to email@example.com.