At it's learning, we are committed to providing excellent, best-in-class technical support of our products.
Our Service Desk practices have been approved by Becta as part of their QA review required to earn the official ‘Learning Platform Services Provider’ accreditation. Best practices include:
- ITIL Based Support
- Single-Point-of-Contact policy
- Caller Verification procedure
We offer First Level or Second Level Help Desk facilities, depending upon your requirements.
First Level Help Desk
Requirements
Key contact at LA required for Service Pack releases (change controls), key communication and escalation.
Includes
- School-based Support
- RT call logging system
- Service Level Agreement (key performance metrics) for schools
Second Level Help Desk
Requirements
- Established LA First Level Help Desk
- it's learning to provide SINA training – the “backend” administrative areas of the learning platform and/or Portal
- it's learning to provide RT training
- ITIL knowledge or accreditation
- Key LA contact, on or off the LA FLHD, required for Service Pack releases (change controls), key communication and escalation
Includes
- LA-based support
- First Level Help Desk Staff Training
- RT call logging system
- ITIL based support provided
- Agreed Service Level Agreement (key performance metrics) and Communications Plan specific to your LA