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.
