Month: February 2017

Occasionally schools will not have an ICT issue resolved in the way they wanted or as quickly as they wanted. This can be due to multiple reasons dependent on the type of call, workload, risk and impact analysis etc.

On these rare occasions what can you do?

ICT and Education have an agreed escalation process which can be followed. If for any reason you are not happy with the service that you are / have received please follow the following steps.

1.  Contact the Service Desk Manager. Julian Hurlstone on Julian.hurlstone@moray.gov.uk or Tel 01343 563251

On the rare occasion Mary is unable to resolve your issue to your satisfaction please move to step 2.

2. Contact the Education ICT Project Leader. David McKay on david.mckay@moray.gov.uk or Tel 01343 563697

On the very rare occasions that neither Mary nor David can resolve your issue  to your satisfaction please move to step 3

3. Contact Graham Cooper (ICT Infrastructure Manager). Graham can be contacted on graham.cooper@moray.gov.uk or Tel 01343 563698

4. Contact Vivienne Cross (Head of Schools and Curriculum Development). vivienne.cross@moray.gov.uk

If you follow this process your issue will be resolved as fast as possible.

Some may feel that they want to go straight to steps 2, 3 or 4 and miss out the steps of the process. However this will lead to delays and every one is encouraged to follow the entire process through to ensure a quick resolution to any issues.

 

ICT deal with around 3000 support calls per month and endeavour to deal with all calls as quickly as possible. To help ICT prioritise the calls there is a Service Level Agreement (SLA) which is applied as part of the Service desk software. This SLA has been agreed with Education and is applied across all Education sites.

Call resolution and service levels

The Service Desk team will: record the call details in our Service Desk system, prioritise and assign your call based on service level agreements, Provide you with a reference number, which you should use in all correspondence about your call.

Some calls are resolved instantly, but others will need more time. Where a call cannot be resolved by the Duty ICT Officer, it will be passed to relevant staff members with expertise in desktop, server, network and application support. In some instances, ICT staff may need to arrange a visit to your school to resolve the problem.

Priority levels:

Priority 1

Outage or failure affecting the whole School

Acknowledge Time: 30 minutes

Call to Fix Time: 6 hours

Priority 2

Outage not affecting the entire School but no alternative service is available

Acknowledge Time: 1 hour

Call to Fix Time: 8 hours

Priority 3

Outage not affecting total School but alternative equivalent equipment available

Acknowledge Time: 2 hours

Call to Fix Time: 12 hours

Priority 4

Advice and Guidance only

Acknowledge Time: As soon as possible

Priority 5

Request for Change e.g. Order for new equipment

Acknowledge Time: As soon as possible