Help and Advice
Our Help Desk is open every weekday throughout the year, excluding public holidays, and provides a single point of contact to access all our services.
Opening hours are:
|Monday to Thursday
||8:00am to 5:00pm|
||8:00am to 4:30pm|
The customer may contact the Help Desk in a variety of ways:
|By telephone||01609 536 086|
|By E-mail||Click here to E-Mail Us|
Our Help Desk agents are industry trained and experienced in the education sector and will always attempt to resolve problems at first contact.
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.
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.
ICT systems in schools evolve over time as new and sometimes disparate technology is utilised to address specific needs of teachers and pupils. Today, it is rare for any school to be able to upgrade their entire ICT estate on a fixed cycle, and so, systems inevitably develop in a piecemeal fashion.
Over time, this is likely to lead to issues of minor incompatibility which though not sufficient to prevent operation of school systems, may present as issues with speed and general performance.
A Schools ICT Health Check will reveal those areas that may be restricting performance and may help inform future purchasing decisions to ensure schools achieve best value for their ICT investment. Contact our Help Desk for more information.
Service Level Agreements
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://smartsolutions.northyorks.gov.uk