School ICT News Bulletin No. 198 -

Published by ICT Shared Services


eBulletin on a fortnightly basis

As mentioned in a recent MI sheet, ICT Shared Services are re–introducing the eBulletin on a fortnightly basis to improve our communication with you.

If there are urgent items that we need to notify you of, then we will produce emergency eBulletins as well.

Author: Lynn Parvin

Service Desk

We are aware that some users have experienced difficulties getting through to the ICT Shared Services Service Desk. This is due partly to an increase by 5000 calls to the Service Desk between August and December 2011, compared to the same period in 2010. In addition, there have been high levels of calls at peak times which results in abandoned calls.

Peak hours are 9:00 – 10:30, 11:30 – 12:30 and 13:30 – 15:00

We will be ensuring that resource is maximised during these times, however we cannot guarantee that this will mean that you always reach one of our agents.

We also offer three other effective methods with which to log a call with us:

  1. Log a call yourself on our website at the following link http://www.ict.norfolk.gov.uk/LogCall.aspx These requests are prioritised in the same way as phone calls.
  2. Leave a message on our voicemail with your school name, contact name and a brief description of your request. This option is available to you should all of our agents be unavailable. Voicemails are collected on a regular basis and prioritised the same as phone calls.
  3. Email us at ict@norfolk.gov.uk. Provide us with your school name, contact name and a description of your request. We will respond to your email with an incident reference number and ensure your call is routed to the relevant support team to provide you with an efficient and effective response.

The Service Desk will continue to prioritise calls to ensure business critical calls are dealt with immediately and effectively, even if this means re–directing resources from other support or project work.

Business critical includes:

  • Loss of internet
  • Server failure
  • MIS inaccessible
  • Google mail accounts unavailable
  • A virus incident
  • Census or Key Stage Assessments when these services have time critical dependencies

On the procurement side we are continuing to monitor the number of calls in the queue and have established new processes, which have resulted in the number of outstanding calls being reduced by 25%. Additional work is being undertaken to reduce this further.

Author: Rob Price

Network Managers’ Group

The next Network Managers’ Group will be held on Thursday 26th January, 2012 at Barnham Broom Conference Centre. A buffet lunch will be available from 12:30pm. The event starts at 13:20pm. A copy of the agenda is available here: Network Managers Agenda 26.01.12

The Group was arranged for Network Managers but is open to those with a technical interest in ICT in schools. If you haven’t yet booked and would like to attend, then please email Jenny Tallent with your name, school name and any dietary requirements. There is no charge for this event.

Author: Lynn Parvin

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