Help Desk Standards
SITSS main function is to provide support for school systems and equipment, and the helpdesk facility provides a single contact point offering professional advice for all SITSS services.
Our helpdesk service is available on a contractual or pay as you go basis. It should be noted that prioritisation is given to schools who have contracts with us.
From January 2007 the MIS Helpdesk will no longer close on a Tuesday morning, but will close from 3.00 – 5.00pm every Thursday afternoon instead.
We have decided to make this change in an effort to cause as little disruption as possible to schools, and to enable all members of the MIS Team to attend staff briefings. In such a rapidly developing software environment, it is vital that all of our team are kept fully informed to enable us to provide accurate information to schools.
Please see below for the helpdesk opening hours.
What Schools Can Expect
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Hardware
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MIS
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Network Support
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Term time opening times:
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Monday
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Tuesday
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Wednesday
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Thursday
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Friday
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1 plus voicemail, fax & e-mail
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3 plus voicemail, fax & e-mail
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2 plus voicemail, fax & e-mail
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School Holidays Opening times:
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Mon - Fri
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1 plus voicemail, fax & e-mail
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2 plus voicemail, fax & e-mail
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1 plus voicemail, fax & e-mail
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Between the hours of 4:00pm and 5:00pm (Monday to Thursday) Hardware and Network Support will be dealing with complex queries received that day
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The helpdesk will close for a day on the last Friday before each half-term
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Response times and performance
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All calls will be answered within 6 rings
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Where a message is left on the voicemail, we will make our best endeavours for the caller to receive, within 60 minutes, confirmation of the call having been received.
Cannot guarantee - where school telephones are engaged, or no answer, when SITSS attempt to call back.
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Best attempt will be made to answer the query immediately
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Where a call is not completed to the satisfaction of the caller - the caller will be given a SITSS reference number.
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To meet the stated response times:
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If a query is not answered at the first point of contact
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The caller will receive a call back, by a specialist, within 4 working hours
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At least 6 staff will be available during helpdesk opening times
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If the query is still not answered
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The caller will receive another call back within a further working day
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All staff are provided with mobile phones to reduce response times.
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At this point it may be necessary to escalate the problem to, for example:
CAPITA (SIMS) HELPDESK
RM Service Centre
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If problems are escalated to a third party then solution times move out of SITSS control
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MIS Consultants + Network technicians will monitor calls escalated to third party helpdesks.
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A technician will be available at WDC at all times
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Where the person on the helpdesk cannot answer a hardware support call we will re-route the call to a technician – the caller will be given a SITSS reference number.
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A hardware technician will be available to return schools calls.
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What is a ‘helpdesk call’?
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Calls seeking help due to problems with computers or software. How to complete a task using Microsoft Office suite or the MIS applications
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What is not a helpdesk call?
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Calls seeking assistance, where the caller has not attended an appropriate training course.
Request for individual team members to call to arrange on-site consultancy/training.
Request for computer prices
We will aim to return these calls within 2 days
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What does ‘a call back, within 4 working hours’ mean?
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During term time, if the helpdesk is unable to complete a call at 3:00pm on a Tuesday (for example), the caller will receive a return call from a specialist by 10:30am (MIS) or 11:30am (Hardware and Network) on Wednesday (the next working day).
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What are SITSS reference numbers?
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All calls received by the helpdesk are allocated a SITSS reference number. If you have a need to call the helpdesk, again, about the same issue, it would be very helpful if you mentioned this at the start of your call. Where a call had not been completed satisfactorily you will have been given a SITSS reference number – please quote this.
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Helpdesk Features:
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Touch tone telephone system, e-mail service, newsletter, website and a wide variety of training opportunities.
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Recent improvements:
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Increased number of staff
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WEB site
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The SITSS web site offers access to all current upgrade instructions; bulletins regarding known software problems; current pricing and newsletter covering topical issues and frequently asked questions.
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SITSS Phone system: The help desk number for all calls is 01438 844777
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School IT Systems Support
NEW SITSS Service Desk – Telephone - 01438 844777
Please note that we have a revised menu system. Please take time to familiarise yourself with the new menus before selecting an option.
There are two layers in the system:
Layer 1 (Opening Menu)
- Option 1 for Service Desk Support
- Option 2 for Administrative Support.
Layer 2 - (Option 1)
- Press 1 for MIS (SIMS, Dinner Money, Statutory Returns and eSTART),
- Press 2 for Network support
- Press 3 for Hardware (including new purchase of equipment).
Layer 3 - (Option 2)
- Press 1 for enquiries regarding Order, Invoices and Contracts,
- Press 2 for enquiries regarding Contracted Technician and Network visits,
- Press 3 for Courses and General enquiries.
If you select an option that is not available e.g. ‘5’ you should receive a message to say that this is not a valid option. Please reselect a valid option or you will be directed automatically to voice mail.
You are able to hold in a queue, but you can also still leave a voice message as previously by pressing 1 (when prompted). Our SITSS service levels will still apply with the exception of when there is an unusually high volume of calls. (Please note that the start of term is usually a busy time).
IMPORTANT REMINDER: Please note that the Service Desk will closed from
1pm on Thursday 11th September 2008 for a ‘whole team’ meeting.
For details of how to make comments or suggestions about the service that SITSS provide please click here.
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