Monday

8:30am to 5:00pm

8:30am to 5:00pm

8:00am to 6:00pm

Tuesday

8:30am to 5:00pm

8:30am to 5:00pm

8:00am to 6:00pm

Wednesday

8:30am to 5:00pm

8:30am to 5:00pm

8:00am to 6:00pm

Thursday

8:30am to 3:00pm

9:30am to 5:00pm

8:00am to 6:00pm

Friday

8:30am to 4:00pm

8:30am to 4:00pm

8:00am to 4:00pm

2 x 1st Line Support Assistants,
2 x MIS Consultants + 2 x Secondary MIS Specialists

2 x 1st Line Support Assistant +
4 Technical Consultants

2 x 1st Line Consultants

Monday - Friday

Normal opening hours with holiday staffing (see below)

Normal opening hours with holiday staffing (see below)

Normal opening hours with holiday staffing (see below)

1 x 1st Line Support Assistant +
2 MIS Consultants

1 x 1st Line Support Assistants + 2
x Technical Consultants

2 x 1st Line Consultants

The Technical Team meet on Thursday mornings between 8:30 and 9:30 therefore technical cases will not be responded to during this time.

The MIS Team meet on Thursday afternoons between 15:00 and 17:00 therefore MIS cases will not be responded to during this time.

The Service Desk will close for a half day each term for the purpose of whole team training.  Prior notice will be given to customers via the School’s weekly bulletin.

Case Escalation Procedures

To meet the stated response times

Phone lines will be open to customers and the system will hunt for an available 1st Line Support Assistant to answer the call.

The customer will hear a recorded message advising which position they are in the Service Desk queue. 

If all operators are engaged in other calls, customers are given the option to hold for an operator or be forwarded to the voicemail system to leave a message.

1st Line Support Assistants will answer incoming calls, retrieve voicemail and email messages and record the details on our Case Logging system. Each case will be prioritised as ‘Normal’ or ‘Urgent’, depending on the nature of the enquiry.

Case Escalation Procedures

To meet the stated response times

If all support staff are engaged in taking calls, and there are outstanding cases waiting to be dealt with by consultants, the caller will not get the option to hold in a queuing system, and will instead be automatically forwarded to voicemail.

Voicemail messages will be logged on the SITSS Case Log system by a 1st Line Support Assistant, and a Case Reference number allocated to it.

We will make our best endeavours for the customer to receive a response to the case within 1 hour.#

#Please note: We cannot guarantee - where school telephones are engaged or not answered, when SITSS attempt to call back.

On first contact, SITSS will endeavour to answer the query immediately.

If the case is resolved to the satisfaction of the customer it will be closed and no further action taken.

If the case is unresolved, it will be escalated to another team member and the customer will be advised of the Case Reference number.

If a case is escalated.

The customer will receive further contact from SITSS within 4 working hours.

SITSS will provide specialist staff for all areas of support.  Remote support tools will be used to try and diagnose the problem.

If the case is still not resolved.

The customer will receive  further contact from SITSS within a further 1 working day.

SITSS staff will undertake an investigation of the problem and if possible provide a solution.

At this point, it may be necessary to escalate the case to, for example Capita (SIMS) Support desk or RM Service Centre.

If cases are escalated to a third party, solution times move out of the control of SITSS.  SITSS will be subject to Capita (SIMS) or RM Service Level Agreements.

SITSS Consultants will monitor casess escalated to third party Service Desks and keep schools informed of the progress until resolution of the problem.

What is a ‘Service Desk’ case?

Enquiries relating to problems with computers or software, or seeking advice regarding completing a task using a MIS application or the Microsoft Office suite.

What is not a Service Desk case?

Enquiries seeking assistance, where the customer has not attended an appropriate training course.

(SITSS will be understanding and provide help to customers in circumstances where there is an urgent need for help, such as when a member of staff is absent.)

Requests for individual team members to call and arrange on-site consultancy/training.

Requests for computer prices.

We aim to answer these enquiries within two days.

What does ‘contact within 4 working hours’ mean?

During term time, if the Service Desk is unable to complete a case at 3.00pm on a Tuesday (for example), the customer will be contacted by a consultant by 10.30am on Wednesday (the next working day).

What are SITSS Reference Numbers?

All enquiries received by the Service Desk are logged on the SITSS Case Logging system and a SITSS Case Reference number is allocated to the case. If customers have the need to contact SITSS more than once regarding the same issue, the existing case should be updated.

Service Desk Features

• Touch tone telephone system (including queuing system)

• On-line Case Logging (currently in pilot phase)

• Email

• Fax

• Information available via the SITSS Termly Newsletter

• Website

Recent Improvements

• New telephone system with a simplified menu structure

• Telephone queuing system

• Restructure of Service Desks to incorporate a 3 tier system

• Merge of the Hardware & Network Service Desks

Option 1

Option 2

Option 3

Select this option to speak to SITSS Service Desk.

Select this option to be transferred to the SERCO Service Desk.

Select this option to speak to the SITSS Administration Team

Select 1 again for support with anything concerning Management Information Systems including SIMS, Dinner Money, Statutory Returns, eStart and iLearn

• or email sitss.mis@lea.herts.sch.uk

Select 2 if you would like help or advice regarding internet connectivity

• or email sitss.internet@lea.herts.sch.uk

Select 3 for Network and Technical advice including hardware issues, the purchase of new equipment, and anti-virus support

• or email sitss.technical@lea.herts.sch.uk

Select 4 for support with Learning and Teaching (including eSafety)

• or email ictcurriculum@hertscc.gov.uk

Select 5 for enquiries about Web Design

• or email school.websites@hertscc.gov.uk

Select 1 for SAP, Milk Monitoring, Schools Online Reporting or Remote Timesheet Entry

• or email sap.support@hertscc.gov.uk

Select 2 for telephony support

Select 1 for support with contracts, orders or invoicing

• or email sitss.contracts@lea.herts.sch.uk

Select 2 for enquiries regarding contracted Technicians visits

• or email sitss.admin@lea.herts.sch.uk

Select 3 for information about SITSS courses or any general enquiries

• or email sitss.courses@lea.herts.sch.uk

• SITSS Service Desk Online is now available to all customers.

Benefits include:

• Access via a secure web browser from any computer within the Hertfordshire Grid for Learning
• Log new cases and check for existing case updates at any time
• Receive email notifications of progress
• Ensure that details of the enquiry are recorded without the need to relay detailed information/error messages over the telephone

To apply for an account please download the form below, complete and return to SITSS.

• Word 2003, 55kb/1 page, 16/06/2010, sdo_administrator_application.doc

Service Desk Online User Guide

• Acrobat pdf, 347kb/7 pages, 15/06/2010, administrator_user_guidance_v4.pdf
• Acrobat pdf, 285kb/4 pages, 15/06/2010, online_user_guidance_v4.pdf