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Help Desk Support

One IT Services and Solutions offer regular pre-arranged support visits as well as help desk support, bespoke support arrangements can be agreed. Find out more.

Help Desk Support

First Level – provide a help desk which is open 8.00am and 5.00pm Monday to Thursday and between 8.00am and 4.30pm on Fridays. Attempts will be made to resolve the call by telephone using remote support software.

Second Level – should the problem not be solved by telephone using remote support software a support officer will visit.

Third Level – should the problem not be solved at an initial visit, a support officer will inform the school within 24 hours when they will return.

Fourth Level – if a problem persists the support officer will consult with the manufacturer or an external consultant and follow their guidance.

Any major technical problems with the server which affect the whole system will be responded to within 24 hours.

Any faults that arise during an OFSTED inspection will be dealt with within the hour.