Operational procedures and guidelines. 3.1. Any member of staff may log faults and requests via the online helpdesk. All requests logged on the online helpdesk are processed according to the response criteria in section 4. 3.2. It is requested that all tasks are logged to the online helpdesk by school staff. Calls not logged on the online helpdesk risk being missed or not prioritised correctly against other known work. 3.3. It is recommended that a school main contact person be nominated to simplify fault management and feedback. The main contact, ideally a technical lead, will agree helpdesk priorities for visiting technicians at the start of the visit. 3.4. The Cable and wireless service for schools will ; 3.4.1. Provide support, information and communications by telephone, Internet, remote support, e-mail or any other appropriate means. 3.4.2. Conduct support and maintenance to equipment and systems on a reasonable endeavours basis with the goal of completing work in the shortest time scale. 3.4.3. Notify the main contact of items that are beyond economic repair due to misuse or age. These may be returned to school or sent for disposal. 3.4.4. Provide loan equipment subject to suitability and availability. 3.4.5. Endeavour to eliminate service disruption where possible. 3.4.6. Require appropriate site access to perform requested duties. 3.4.7. Abide by the Wirral Council Internet and computer usage policy and security guidelines. 3.4.8. Follow Wirral Local Authority and government guidance as applicable. 3.4.9. Obtain required security clearances for staff to work in schools. 3.4.10. Repair equipment at school or off site as necessary, subject to quotation if applicable. 3.4.11. Remove equipment or data from school only with authorisation from school staff. All staff are bound by Data Protection legislation. 3.4.12. Advise on the proper use, accommodation required and environmental conditions for supported equipment. 3.4.13. Identify restoration costs in cases of accident or wilful damage. This is normally to assist with school insurance claims.
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Operational procedures and guidelines. 3.1. Any member of staff may log faults and requests via the online helpdesk. All requests logged on the online helpdesk are processed according to the response criteria in section 4.
3.2. It is requested that all tasks are logged to the online helpdesk by school staff.
3.3. Calls not logged on the online helpdesk risk being missed or not prioritised correctly against other known work.
3.3. It is recommended that a school main contact person be nominated to simplify fault management and feedback. The main contact, ideally a technical lead, will agree helpdesk priorities for visiting technicians at the start of the visit.
3.4. The Cable Computer and wireless multimedia service for schools will ;
3.4.1. Provide support, information and communications by telephone, Internet, remote support, e-mail or any other appropriate means.
3.4.2. Conduct support and maintenance to equipment and systems on a reasonable endeavours basis with the goal of completing work in the shortest time scale.
3.4.3. Notify the main contact of items that are beyond economic repair due to misuse or age. These may be returned to school or sent for disposal.
3.4.4. Provide loan equipment subject to suitability and availability.
3.4.5. Endeavour to eliminate service disruption where possible.
3.4.6. With best endeavours recover lost data from supplied backup media.
3.4.7. Require appropriate site access to perform requested duties.
3.4.73.4.8. Abide by the Wirral Council Internet and computer usage policy and security guidelines.
3.4.83.4.9. Follow Wirral Local Authority and government guidance as applicable.
3.4.93.4.10. Obtain required security clearances for staff to work in schools.
3.4.103.4.11. Repair equipment at school or off site as necessary, subject to quotation if applicable.
3.4.113.4.12. Remove equipment or data from school only with authorisation from school staff. All staff are bound by Data Protection legislation.
3.4.123.4.13. Retain Administrator privileges. Requests for staff level of access can be authorised by the head teacher.
3.4.14. Advise on the proper use, accommodation required and environmental conditions for supported equipment.
3.4.133.4.15. Identify restoration costs in cases of accident or wilful damage. This is normally to assist with school insurance claims.
Appears in 1 contract
Sources: Service Level Agreement
Operational procedures and guidelines. 3.1. Any member of staff may log faults and requests via the online helpdesk. All requests logged on the online helpdesk are processed according to the response criteria in section 4.
3.2. It is requested that all tasks are logged to the online helpdesk by school staff. Calls not logged on the online helpdesk risk being missed or not prioritised correctly against other known work.
3.3. It is recommended that a school main contact person be nominated to simplify fault management and feedback. The main contact, ideally a technical lead, will agree helpdesk priorities for visiting technicians at the start of the visit.
3.4. The Cable Internet and wireless security service for schools will ;
3.4.1. Provide support, information and communications by telephone, Internet, remote support, e-mail or any other appropriate means.
3.4.2. Conduct support and maintenance to equipment and systems on a reasonable endeavours basis with the goal of completing work in the shortest time scale.
3.4.3. Notify the main contact of items that are beyond economic repair due to misuse or age. These may be returned to school or sent for disposal.
3.4.4. Provide loan equipment subject to suitability and availability.
3.4.5. Endeavour to eliminate service disruption where possible.
3.4.63.4.5. Require appropriate site access to perform requested duties.
3.4.73.4.6. Abide by the Wirral Council Internet and computer usage policy and security guidelines.
3.4.83.4.7. Follow Wirral Local Authority and government guidance as applicable.
3.4.93.4.8. Obtain required security clearances for staff to work in schools.
3.4.10. Repair equipment at school or off site as necessary, subject to quotation if applicable.
3.4.11. Remove equipment or data from school only with authorisation from school staff. All staff are bound by Data Protection legislation.
3.4.123.4.9. Advise on the proper use, accommodation required and environmental conditions for supported equipment.
3.4.133.4.10. Identify restoration costs in cases of accident or wilful damage. This is normally to assist with school insurance claims.
Appears in 1 contract
Sources: Service Level Agreement