ICT Support

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.

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 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)

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.

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.