Support Services

ICT and Management Information Systems Support Services

Do you waste time waiting to get your ICT problems resolved?

With our support services you won’t – we aim to resolve your issues the first time you call. All of our support services provide:

  • Direct access to our experienced team of Service Desk Analysts – providing a single point of contact for help when you need it most.
  • Fast response times and high first time resolution rates – not only do we start work on your query straight away, we also aim to resolve your incident the first time you call. Last year 98.11% of calls were answered within 30 seconds and our first time fix rates exceeded industry averages by several percentage points.
  • Unlimited service provision – anyone in school can log incidents for one annual contract fee so there are no barriers to use;
  • Flexibility of access – you can log your calls in the way that best suits you – via the telephone, email and/or your own self-service portal.
  • Proactive and flexible service provision – we help you to help yourself by providing information in a range of formats from FAQs, bulletins to remote support so that we can work with you to help you resolve your issue.

Download our brochure here to find out more.

 

Whole School ICT Support Service

Our Whole School ICT Support Service provides you with fully accredited Service Desk support across your curriculum and administration networks and includes:

  • Support in the use of Microsoft desktop and server operating systems, including the use of the Microsoft Office suite;
  • Local area network management and connectivity, including; network printing, installation of Windows software, housekeeping, managing data, user access and security;
  • Hardware fault diagnosis;
  • Support in the use of Internet Explorer and Outlook;
  • Advice on network security and data protection;
  • Support in the use of your Management Information System.

Admin Only ICT Support Service

This Admin Only ICT Support Service will provide the majority of cover as detailed in the Whole School ICT Support Service but is limited to your administration networks, infrastructure, workstations and servers and includes:

  • Support in the use of Microsoft desktop and server operating systems, including the use of the Microsoft Office suite;
  • Local area network management and connectivity, including; network printing, installation of Windows software, housekeeping, managing data, user access and security;
  • Hardware fault diagnosis;
  • Support in the use of Internet Explorer and Outlook;
  • Advice on network security and data protection;
  • Support in the use of your Management Information Systems software.

Management Information Systems Support Service

The Management Information System (MIS) Support Service is to help you resolve ‘How do I?’ issues and queries with your MIS software.

Our experienced analysts have a breadth and depth of knowledge across all aspects of SIMS, including associated modules such as FMS, Discover, SIMS Learning Gateway and InTouch.

They can resolve ‘How do I?’ queries from members of staff across a school or Multi-Academy Trust. Whether you are an Administrator, Data Manager, Exams Officer, Network Manager, Teacher, Bursar, School Business Manager or a member of the Senior Leadership Team, our Service Desk can help. This service is suitable for subscribers to our Hosted Application Service – where the technicalities of managing, configuring and maintaining your MIS are fully managed by Scomis.

Other Management Information Systems Support Services

We are evolving our range of services to offer ‘How Do I?’ support for other providers’ Management Information Systems. To find out if we can help you with your MIS please contact us at scomis@devon.gov.uk or 01392 385300.

Download the MIS Systems Support Service pdf here to find out more.

Additional MIS Services

In response to customer demand, we offer a range of additional services for Capita SIMS. If the service you require is not included in the list below, please contact us at scomis@devon.gov.uk or 01392 385300.

Our current range of additional services includes:

  • Remote Back Up Servicethis flexible service allows you to specify which files you would like us to back up for you. Every night we back up your files and regularly validate that the back up was successful. As part of the service we can restore up to the last 30 days and rolled up data for the previous 5 months allowing a full 6 month recovery if necessary.
  • Database Migration Services – we have significant experience of migrating schools from other Management Information Systems to SIMS, please contact us for more information.
  • Database Merger Service – if your school is merging with another establishment, we can offer a service to help you merge your existing data from each site into one SIMS database.
  • Report Writing Service – If you need to generate reports from SIMS and are struggling to get what you need, this service is designed to help you by creating reports to meet your specifications.
  • Training and Consultancy Services – refer to this section of the website for more information.
  • Capita Teacher App Installation and Support Service –This App allows teachers to use SIMS on a mobile device, allowing access from anywhere. Our remote installation service will help users install and set up the App and our ongoing support will provide help with trouble-shooting.
  • Hosted Application Servicefor hosting services for SIMS, FMS, SIMS Learning Gateway and Partnership Xchange  refer to the Hosted Application Service section for more information please click here.