Our IT Support Service is designed to provide reliable and flexible support to primary schools. We aim to ensure the continued operation and development of our schools’ ICT resources and systems. Working closely with school leadership we determine the best solutions, tailored to the needs of the staff and children.
We constantly strive to improve the efficiency of our support service in order to minimise the school’s support costs.
A budget for frequency and duration of onsite support visits is agreed between Con Ed and the schools, and visits are charged at an hourly rate. Visits are shortened where possible, resulting in savings for the school and allowing for larger tasks to be carried out during extended visits. The school is charged only for time onsite – not travelling time.
Con Ed Help Desk
Schools who use our IT Support service have unlimited access to our on-line Help Desk. This allows issues to be logged electronically by any member of staff. All support tickets created and responded to by both Con Ed and the school, automatically create an email response. The Help Desk allows us to come better prepared for our scheduled visit, and also allows schools to track the progress of issues.
The Help Desk is constantly being improved, with features recently added such as Backup Reporting, Asset Management and Time Sheet Management.
Telephone and Remote Support
Our optional Telephone and Remote Support allows any member of school staff to request support for issues relating to the school’s ICT. Often issues can be resolved over the telephone or using remote access. Where possible, this gets you up and running quickly, without having to wait for the next scheduled visit or booking an extra visit. It’s an optional service, but great value and taken up by everyone to date.
Schools who subscribe to the annual Telephone and Remote Support option, will also get a complimentary annual license to our in-house programs “SIMS.link” and “RedRocket WebApps“.
Being local allows us to respond to your urgent needs quickly. We will always attempt to speed up resolution by tackling problems remotely. We prioritise issues and will be onsite same day for those occasional emergencies that demand it. You are not penalised for a call out- we charge the normal rates for time on-site.