Managed IT Services & Support

We understand the importance of good IT support in schools, not only for day to day administration and efficient management, but for effective curriculum delivery as well.

 

Helpdesk & Remote Support

Onsite Technical Support

Hosted Services Administration

Consultancy and ICT Strategy Planning

Reporting and monitoring

Emergencies and ad-hoc callouts

We Create Fully Connected Systems So You Can Focus On Your Business

We at Connetix believe that a managed ICT service in a school is more than providing just a break/fix ICT service.  That’s why our services offer to Manage your ICT, your MIS, your telephony, your hardware and software inventory and your information Governance, so that your sole focus remains teaching.

Helpdesk

A helpdesk facility is provided to all schools to provide remote support of all hardware and software issues for both admin and curriculum users. The service is provided to resolve the majority of issues, through directed advice or live remote assistance. The facility can be guaranteed Monday to Friday, 9:00am to 5:30pm, any support matters outside these hours can leave a message that will be attended to during normal helpdesk hours.
For issues that cannot be resolved or require escalation, a service call will be generated for the school under the name of the person who has called. A reference number will be given to allow ease tracking and follow up for both the client and technical staff.

Onsite Technical Support Visits

Scheduled onsite support visits aim to support a planned programme of implementation, maintenance and repair that provides a dependable presence at the school. Work carried out during the technical visits can include, but is not limited to, the following:
Maintenance of curriculum and admin systems
Support of peripheral devices
Resolution of user issues and functionality
Installation of new hardware and software
Management of network, security and protection
Liaising with external suppliers to resolve specific technical issues

Technical support visits will be given a timeslot/day for each week in the school year. This will be negotiated in advance and applies to term time only. An individual visit may be rearranged at either the School’s or at Connetixs’ request, providing both parties are in agreement. This is dependent on demand and availability of the engineer.
Full day visits run from 8:30am to 4:30pm or 9:00am to 5:00pm, depending on preference.
Half day morning visits run from 9:00am to 12:30pm, afternoon visits run from 1:00pm to 4:30pm. Additional time may be provided, however this is subject to scheduling demand and must be authorised by Connetix.

If a visit cannot be honoured due to unforeseen circumstances, the time will be ‘banked’ and will be given back to the school in one of three ways:
Visit will be rescheduled to another time/day in the term
An additional engineer will be provided for a subsequent scheduled visit
Reimbursed during a half-term or end-of-term project

 

Hosted Services Administration

Connetix has the ability to administer and provide support for most hosted services operating in schools such as LGfL’s internet and email and the Redstor online backup system either directly or by liaising with external suppliers on the school’s behalf.

Consultancy and ICT Strategy Planning

SLA Schools have access to technical guidance and support for the planning, design and development of any new and existing ICT, and any procurement and installation. The team will work with the schools to develop a 3 year plan that will enable the school to allocate a reasonable budget for development whilst retaining a budget for contingency, immediate projects or other desired elements of ICT that may arise in that period.

Reporting and monitoring

A written summary of work carried out on each visit is recorded on an online service desk system, to which access can be made available to nominated contacts within the school. This enables Connetix to monitor the service to schools and their technician’s processes. School contacts will be able to access online technical reports via unique login details or a report of these can be made available on request.

Emergencies and ad-hoc callouts

There may be occasions where an onsite presence is required due to unforeseen circumstances. In all cases we will be able to follow up almost immediately with some form of remote support. Failing a resolution an engineer will be arranged to visit your school.
Unfortunately, we cannot offer emergency visits beyond 4.30pm, if reported on or after this time, an engineer would be automatically scheduled for an early next day visit (8am)
For emergency visits the first 120 minutes of onsite time is included free of charge. This is normally ample time to diagnose and resolve most emergencies.