Onsite Technician Service Definition

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1 Onsite Technician Service Definition Document Version : ISSUE 4 Issue Date : May 2011 Document Valid Until : April 2012 Document Owner Account Manager, Schools and Partnerships, Hampshire IT 2011 Hampshire IT, Hampshire County Council. All rights reserved. All enquiries or queries should be directed to the IT Help Desk: or Service name Service owner Service code Service summary Service description Onsite Technician Service (OST) Account Manager, Schools and Partnerships, Hampshire IT OST The purpose of the Hampshire IT Onsite Technician (OST) service is to provide subscribing schools with onsite technical support and assistance as a series of regular visits. Every effort will be made to ensure that the same experienced and fully trained Hampshire IT technician undertakes these visits so that they are able to build up an understanding of the individual school infrastructure and IT development plans. The service will assist IT coordinators, administrators and Headteachers with the day to day management of maintaining an efficient IT system in school whether it is based upon standalone or networked systems. The Hampshire IT technician will be able to operate in both administrative and curriculum IT areas. All visits will be undertaken during term time and schools can either subscribe to 10, 20 or 40 visits a year. It is recognised that actual requirements will differ from school to school and these will be agreed with the school at the start of each visit. This ensures that the control of tasks to be undertaken during each visit remains with the school. Typically, the following tasks will be within the scope of the service. Ensure that school IT infrastructure is configured in line with Hampshire IT standards. General network administration and upkeep (e.g. setup/delete user accounts, file/folder permissions, etc) Monitor version status of core application software and upgrade or recommend upgrade as appropriate. Ensure that Virus Protection software is fully up to date. Ensure that correct Microsoft service packs are installed. Check and support local user profiles Hampshire IT, Hampshire County Council. Page 1 of 5

2 Undertake simple hardware moves and changes (e.g. additional RAM install, etc). General IT housekeeping like removal of temporary files, etc. Ensure that all local backups are correctly configured, tested and working. Fit consumables as required (e.g. printer cartridges, etc). Assist with software upgrades and patches as appropriate (including SIMS) General support for peripheral hardware (e.g. printers, scanners, whiteboards, etc). Ensure compliance to general H&S standards in the use of IT. Provide general data protection and computer security advice when required. Manage IT Help Desk incidents on behalf of school as appropriate. Ensure relevant hardware and software asset tracking (monitoring of licences etc) is in place. (It is assumed that schools have their own asset tracking in place and the OST just maintains the logs etc) Liaising with IT Help Desk for additional support Configuring PCs for Internet access Provide assistance with ICT during lessons to attend to any faults that occur Exclusions The following tasks are specifically excluded from the OST service but may be available as separate chargeable Hampshire IT services: Strategic IT planning and purchase advice, which should be the subject of a separate consultancy project IT training where relevant training is already available from Hampshire IT Major hardware and software installations normally undertaken by the Hampshire IT Installation team (e.g. new or upgrades to existing networks, etc) Physical changes to data cabling infrastructure or LAN topology Hardware and software support normally reported to the IT Help Desk or where beyond the expertise of the IT Technician SIMS advice or training Work on existing HEAT Support calls Writing /editing school s ICT Policies Teaching / instruction or supervision of pupils Any required action that would contravene standard Health and Safety policies: lone working, working at height, being left alone with children etc Hampshire IT, Hampshire County Council. Page 2 of 5

3 Supplying equipment / tools etc these are expected to be supplied by the school Apple Mac computers Service charges The service charge is based on 250 per day including travel. Discount is available for schools subscribing to 20 or more visits per year. 10 visits a year (once a month during term time) = 2,500 pa 20 visits a year (once a fortnight during term time) = 4,750 pa (inc discount) 40 visits a year (once a week during term time) = 9,500 pa (inc discount) Service availability The service is term time only unless specific arrangements are made The OST will be working onsite for six hours per day Every effort will be made to ensure that the same technician visits each time. However, this cannot always be guaranteed due to scheduled staff development, holidays, sickness, etc. The school should not contact the technician direct between visits. Instead, all communication should go via the IT Help Desk. Each school will be allocated slots within the timetable, which will run for the duration of the contract i.e. every Monday. Any support required outside schools allocated service hours will be undertaken by IT Help Desk as part of the standard SLA arrangements. Service performance A Hampshire IT technician will visit individual schools 10, 20 or 40 times a year depending on the level of subscription chosen. Where a visit is not possible then we will endeavour to make up the visit at a later date. Minimum specification for school network Schools with an EdICTNet Schools should be running EdICTNet Plus or EdICTNet V3. The local network should ideally be connected to HPSN2/ SWAN / ADSL A regularly updated anti-virus product should be in use. Schools with a third-party network We may have to assess your network to determine our ability to support it. This visit will be chargeable at our usual rate of if the OST service is not taken up. Where Hampshire IT considers that it cannot support the network then the school will be asked to seek support from their network supplier. Service level agreement The OST service is over and above the standard SLA support service. Support for core software applications like SIMS, etc will still be available from Hampshire IT as part of the standard SLA arrangements. Service development Contract details The OST service will be monitored on a regular basis and changes to the service will be made as necessary. Service charges will be reviewed annually in line with the Hampshire IT SLA. Minimum length Schools will be expected to subscribe to the OST service for at least one year (i.e. 1 April to 31 March) to ensure that Hampshire IT are able to employ the correct amount of resource to deliver the service. Schools wishing to subscribe mid-way 2011 Hampshire IT, Hampshire County Council. Page 3 of 5

4 through the year will be charged pro-rata as follows: Summer Term (from 1 April) full annual price Autumn Term - 2 / 3 of annual price Spring Term - 1 / 3 of annual price Change of service level Should a school wish to increase or decrease their chosen technician time, then Hampshire IT require a full terms notice, but will try to accommodate changes sooner wherever possible. New subscriptions are dependant on current available capacity within the OST team. Should there be no capacity, then Hampshire IT will setup a waiting list and actively seek ways of meeting the school s requirements. Cancelling a visit It is understandable that a visit may have to be cancelled occasionally by the school. Wherever possible Hampshire IT requires two weeks notice of such a cancellation. Hampshire IT will endeavour to reschedule the missed visit later in the term or during the school holidays. However, if after reasonable attempts the visit cannot be rescheduled, then the cost of the cancelled visit will not be refunded. Service quality concerns Any service quality issues should be reported to the IT Help Desk in the first instance. Contract termination Should a school wish to terminate their contract, Hampshire IT will require at least one full term s written notice. Order process Hampshire IT will be taking subscriptions in blocks of 10 schools so it may be necessary to put a school on a waiting list until a space becomes available. This is to ensure that Hampshire IT is able to properly manage its resources to deliver the service. Interested schools should contact the IT Help Desk in the first instance. Schools should complete an enquiry sheet and fax or post it to Hampshire IT The school will be contacted to discuss service costs and details. In some cases, a site survey might be necessary to assess the school IT infrastructure before Hampshire IT can agree to a support contract. This visit will be chargeable ( 95.00) if the OST service is not subsequently taken up. The school will be required to sign a service contract (on the Order Form). After this, the school will be allocated a regular slot when the technician will visit. Lead time After the order form is received, it could take up to four weeks to set up the service. If there are no technicians available, the school will be put on a waiting list and informed regularly on how soon Hampshire IT will be able to supply the OST service. Onsite Technician at the School It is envisaged that the school will: Give the OST a health and safety induction on their first visit to the school 2011 Hampshire IT, Hampshire County Council. Page 4 of 5

5 Meet with the OST at the beginning and end of each visit to discuss what tasks need to be carried out that day and to feedback on what was achieved. The technician may highlight concerns at this point. The school may wish to have a logbook in an accessible area where staff can report problems during the time between visits; this can then form the basis of the OSTs work on the next visit. At the end of the visit, the OST will complete an electronic job sheet, which will be ed to the school immediately so that they have a permanent record of the work carried out on that day Hampshire IT, Hampshire County Council. Page 5 of 5

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