Technical Support for Essex Schools

Single point of contact   Having a Single point of contact provides a consistent way for ICT users to make requests and report faults. This is a key method for reducing the amount of time spent on fire fighting, because it means that technicians can be left to prioritise their work without interruption. This is an administrator function E.g. Main office personnel The main role of the single point of contact is to provide ICT users with access to ICT assistance by co-ordinating, prioritising and delegating efficiently and effectively the tasks involved. As the single point of contact, you must be reachable at all agreed times – ideally throughout every school day.       The Single point of contact will need to:       Be reachable at all agreed times – ideally throughout every school day.   Maintain locations list. You should keep records of your ICT equipment and its location. We have provided a tool to make this easier. There are already some preset locations for ICT hardware (eg ‘suite’ and ‘library’). You can add your own school locations (eg Mrs Brown’s class). When you have added your hardware locations, they will then appear in a drop down list for you to select when you are setting up the asset register   Maintain licence list. It is essential that a school has logged licence details and quantities for all the school curriculum software.   Monitor Progress. As the ICT Owner, you can view the progress of the implementation of new designs and solutions to logged problems.   Maintain incidence register. The single point of contact needs to be able to view and monitor existing logged incidences as well as adding new ones..   Forward incidents to the First level support and liase with second level support providers.   Monitor contracts with support providers.   Be aware of new implementations and additions to the ICT resources and make diary entries and schedule payments.           Links:       Becta Model   Becta Toolkit       Email Essex  ICT team for advice