Help Desk - 01609 536086
The Schools ICT Help Desk is the first point of contact for all enquiries, requests for support or general information. Their role is to identify the problem, find an answer and implement the solution.
Open every weekday throughout the year, excluding public holidays our agents can be contacted by phone, email or online service request. Email and web request will be actioned on the next working day.
No limits are placed on the frequency or volume of requests for assistance that can be made.
Our Help Desk agents are industry trained and experienced in the education sector and will always attempt to resolve problems at first contact
Agents can help with a wide range of issues.
- Password resets
- Smoothwall permissions
- Equipment Fault Reporting
- Email problems
The Help Desk acts as a focal point for the customer during the course of the incident. Typically the agents will:
- receive, log and progress Incidents and enquiries through the incident monitoring system
- co-ordinate the investigation
- manage the solution to the agreed service levels
- analyse Incidents and identify incident trends
- provide regular progress reports to the customer throughout the life of the incident
Where appropriate, and only with the customer’s authority, our agents can quickly take control of school systems to diagnose faults and provide guidance for users. Our ability to resolve a high proportion of reported faults using this technology means that downtime is kept to a minimum, and by saving on travelling and other costs associated with traditional on-site support, we are able to make savings in operational efficiency that enables us to keep our costs low. Savings that we pass back to our customers.
Rapid Response Team
Of course, not every fault can be resolved in this way and some faults just have to be diagnosed and resolved at the school. This is when our team of dedicated field engineers step in. Highly qualified and experienced, they are able to quickly diagnose and resolve problems while having the minimum impact on the normal operation of your school.
Advice and Guidance
We can do much more than simply fix things when they break. Our close relationship with colleagues in the Quality and Improvement Team, and with other colleagues in the LA and wider County Council, means that we are uniquely placed to be able to work with you to develop your ICT strategy.
We have a range of specialists, covering a wide spectrum of expertise that customers may call on. So, if you have some ideas on how you want your ICT to develop and feel we could help, call our Help Desk and we will be happy to help.
Total peace of mind with our annual Service Level Agreements (SLAs)
Schools ICT will help look after your computers, software packages and vital technical equipment. Our annual SLAs are designed to give complete peace of mind to help you get the best from your ICT investment. For complete coverage schools opt for all support packages:
- Support for Software and Infrastructure
- Remote Care
- ICT Hardware Repair
- Audio Visual Hardware Repair
- School Technician and Network Manager Service
- Parent Pay Support Contracts for Schools
- Removal of Waste Electrical and Electronic Equipment (WEEE)
Click on the links to find out more about each product or if you would like and informal discussion around you particular needs call 01609 536086.
For North Yorkshire schools your Smart Solutions Relationship Manager will also be able to provide more information.
We aim to continually improve our service by ensuring we offer the best value for money to all our schools. We have simplified our annual support contract making it easier to understand the benefits and options. Full details for the SLA options and prices can be found online at http://nyeducationservices.co.uk
Are you getting the best support for your school?
Do you have the right SLA in place?
Not sure which SLA to choose?
We offer a free service review with our senior account manager who will work with you to understand how best to support you and your school and pick the right level of support.
For more information on any of our support options, or to arrange an informal discussion around your particular needs, please contact our Customer Account Manager Tony Lyons