ICT Support Services
Helping you to keep working
Remote Support
Our Service Desk is here to support you with any incidents or requests that you log about your ICT. As your single point of contact, you will have you access to expert staff, via phone or email, who will endeavour to deal with your queries in order to help you get up and running as quickly as possible.
Whilst we resolve the majority of calls remotely at first point of contact, if your query requires specialised knowledge to resolve, it may be escalated to one of our second- or third-line teams e.g. Security, Technical Analyst, Network, Infrastructure or Desktop.
Through our established Service Desk Tool we are able to monitor call rates, and incident/request response and resolution times, to help ensure that we meet the agreed SLA timeframes.
Our friendly, skilled ICT Staff are available Monday to Friday and when you subscribe to this service, they will:
Ø Liaise with 3rd party suppliers and contractors on your behalf, when required.
Ø Carry out routine maintenance for you out of hours e.g. outside of the school working day or during holiday periods, including security patching and Windows updates.
Ø Carry out some of the functions you would normally need to carry out yourselves for services and applications.
To find out more about this service and how it could benefit you, please contact us.
On-Site Technical Support
Our on-site technical support offers schools the option for a technician to physically visit the school to carry out routine maintenance and resolve any issues you may have.
This services offers the assurance of a technician physically on site in the school. When subscribing to this service, we offer you the flexibility to purchase and use these hours in a way that suits you and your needs.
You can pay for these hours at our standard hourly rate on a pay-as-you-go basis, or pre-purchase a bulk of technician hours at the beginning of the year at a discounted rate. For Federations and Academies, a bundle of hours can be purchased and shared between the schools, if desired. Your hours can be used as and when you require throughout the year and can be used for standard onsite visits, hardware installations and upgrades or to carry out maintenance and security patches on your computer systems.
Whilst on site, our experienced technicians will also offer advice and guidance on your current ICT set-up including any upgrades that you may need to consider as part of your future budget planning ensuring that you are able to deliver leading edge technology to your staff, pupils, parents and governors.
Following your visit, your technician will share an electronic report with you that contains details of the work completed. Any time underspent during your visit will be banked for use at a later date.
For more information on this service or if you interested in subscribing, please contact us and a member of the team will be in contact to discuss your requirements further.
