Service Desk

Our mission?

Our dedicated MIS Service Desk has a long standing and well-earned reputation for providing the very best information management support and guidance to our customers.

Central to our continued success is recognition that each customer should receive a 5* service through the application of key competences.

  • empathy
  • patience
  • product knowledge
  • honesty
  • active listening
  • clarity of communication
  • commitment
  • willingness
  • positivity
  • efficiency

More than just button pressing!

We understand that customers often need to know ‘why?’ as well as ’how?’ So we make it our priority to maintain focus on the ever changing education landscape and the impact this has on the information management strategies of schools.

This approach is actively supported through two-way engagement with customers, and by taking advantage of our location within the heart of Gateshead’s school services to access an extensive range of education support specialist and advisors.

Enhanced by a thorough an extensive knowledge of the SIMS software suite plus many years of experience in managing the wider information requirements of schools, local authority’s and the DfE, we aim to deliver the highest levels of service and satisfaction possible.

Service Availability

Our Service Desk is open to customers throughout the year (excluding bank holidays) during the following times.

Monday, Tuesday, Wednesday & Thursday
08:00 to 17:00

Friday
08:00 to 16:30

 

How Do We Help?

Although online incident logging or email communication is available outside of advertised times, we regularly extend our service hours to contend with the busiest times of the school year, e.g. School Census.

In the majority of cases, initial support requests are received via telephone, a minimum 90% of which we aim to resolve at the first point of contact.

Wherever appropriate, the Service Desk will utilise remote support tools to review software issues first hand. This approach can drastically reduce the time to resolution and has the added benefit of being able to show the customer how any resolution was applied, enhancing their knowledge and understanding in the process.

Take a closer look at our MIS service offer in our SLA booklets.