ICT Support

Our ICT support packages are designed to support any school or trust

We offer varying ranges of support, but essentially these fall under five core categories of Service Desk, Service Desk Lite, Service Plus, Managed Service and Project Delivery.

We understand the importance of excellent IT support in schools, not only for day-to-day administration but for the effective delivery of the IT curriculum. Our IT support will give your school complete peace of mind.

Our approach to IT is continuous improvement, planning, adhering to strategy and excellent communication.

Service Summary	Service Desk Lite	Service Desk	Service Plus	Managed Service	Project Delivery
Online server monitoring and administration	✔	✔	✔	✔
Unlimited issue resolution for server related issues	✔	✔	✔	✔
Unlimited issue resolution for both business and curriculum networks		✔	✔	✔
Software installations, access controls, password resets and new user accounts		✔	✔	✔
Office 365 and G Suite support		✔	✔	✔
Cyber information security		✔	✔	✔
Internet filtering controls		✔	✔	✔
Print management configuration		✔	✔	✔
Allocated engineer support days for onsite troubleshooting and school staff support (see below)			✔	✔
Full server maintenance of hardware and software			✔	✔
Project scoping, planning and management			✔	✔
MDM (Mobile Device Management)			✔	✔
Power management to assist the school with cost savings			✔	✔
Full ICT audit and 5-year ICT infrastructure strategy report inc. recommendations for schools			✔	✔
Dedicated Network Manager				✔
Access to a fully managed procurement service, which includes hardware, software, and cabling services	✔	✔	✔	✔	✔
Access to experienced project management, project planning and cost management	✔	✔	✔	✔	✔
Number of allocated days	Platinum	Gold	Silver	Bronze	Other
Allocated engineer support days for trouble shooting and school staff support	78	39	19	11	On request

More information

Service Desk

The ICT Service desk forms part of all SBS ICT support packages. It is a remote service offering a broad range of service capabilities, uses ITIL framework to solve more problems in fewer steps and enables integration to other services including change management, release management and configuration-related tasks.

Such is our experience and expertise we can support school staff directly or the school’s own ICT staff, whichever is preferred.

As part of our service desk offering, we implement cloud-based infrastructure monitoring software to feed alert management reporting back to our service desk ensuring your servers, network, and devices (if required), are up and running always. This gives us a head start on any required fixes and therefore minimising the impact to school staff and students. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Service Desk Lite

Our service desk lite support is designed for schools with more experienced ICT staff who require higher-level, third line support. This is specifically for Server related issues.

Service Plus

Service Plus is designed for schools and MATs that either do not have sufficient skilled onsite ICT support or are in the process of outsourcing their support.

We have several packages available to ensure we cater for all requirements. We work with you to identify the right package for your school, considering multiple factors. These include existing ICT infrastructure, size of school, number of campuses, current support arrangements and crucially the budget available.

Our most popular packages are:

Service Plus Gold: 39 allocated days per year (1 per week during term time)
Service Plus Silver: 19 allocated days per year (1 per fortnight during term time)
Service Plus Bronze: 11 allocated days per year (1 per month during term time)

Managed Service

Our fully managed ICT offering allows schools and MATs to alleviate any concern regarding their ICT estate. SBS deploy a network manager and daily onsite support to not only trouble shoot and look after the daily running of the school’s ICT, but to plan and implement new technologies in a budget effective way, helping to reduce the possibility of nasty expensive issues arising.

Part of the Managed Service and Service Plus packages is to work with MAT and school SLT to formulate ongoing 5-Year ICT Infrastructure Plans which are aligned to budget allocations. We identify the most critical factors and make professional recommendations.

Project Delivery

We understand that schools and MATs may have their own full time ICT support arrangements which work well for them. We are happy for our dedicated educational consultants to work alongside existing support teams to provide independent ICT audits, project scoping, management, and completion.

Our projects include:

Office 365 & G Suite for Education: migration, setup, and user training
Server installations, moves and rebuilds including virtualisation
Full network infrastructure redesigns and rebuilds
Installation of computer suites, device refreshes and deployment of new hardware
Interactive board replacements, installation, setup, and training
Full building refurbishments

The consultant will oversee all aspects of the project from conception to final sign off. All projects can be undertaken outside of term time to minimise the impact on the school’s day to day running.

Feel free to contact us today to discuss your requirements by calling
0345 222 1551 - Option 5 or email hello@schoolbusinessservices.co.uk

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