According to the old saying: ‘Two heads are better than one’. When it comes to ICT support this is certainly true.
Being able to call upon a team with a wide range of specialist skills makes it easier to manage complex ICT development projects and provide responsive day-to-day ICT support in a busy secondary school.
That is why Concero offers ‘third line’ ICT support.
This partners highly skilled Concero technicians with a school or MAT’s own ICT support team. The Concero personnel can take the lead on strategic ICT development projects, freeing up in-house support staff to get on with the job of making sure the school’s core technology performs as it should, day-in, day-out.
At St Peters Collegiate School, Wolverhampton, this additional layer of ICT support proved invaluable when the secondary school and sixth form wanted to update its broadband.
A smooth transition to better broadband
‘The existing broadband at the school kept dropping out intermittently, leaving staff and students unable to access the internet,’ recalls Chris Harris, Implementation Co-ordinator at Concero. ‘Obviously, this was completely unacceptable. Students weren’t able to access online content and resources to support their learning and staff were left without essential tools such as email.’
The Concero team implemented a new internet gateway configuration, project managing the update seamlessly from start to finish.
‘We conducted thorough tests before making the broadband live, which meant we could anticipate problems and take action to avoid them,’ explains Chris. ‘We also implemented the update out of school hours to avoid any impact on the school’s operations that might be caused by internet down-time.’
As far as students and staff were aware, network performance and internet connectivity continued as normal.
Lightening the load for in-house technicians
St Peters now benefits from better broadband speeds and more reliable internet connectivity. With the Concero team taking the lead on the project, St Peters’ in-house ICT technicians were able to continue providing uninterrupted support to the school.
‘The benefit of third-line support is that schools get the best of both worlds,’ adds Concero’s Chris. ‘They have their own engineers on-site every day, providing essential support to staff and students. Then they have additional support from Concero for things that require a specialist skillset like project management, staff training and procurement. It’s the perfect partnership and extension of their team.’
As Concero technicians receive continuous, up-to-the-minute training on the latest technology, schools can draw on their knowledge and expertise, pushing the boundaries of education ICT to create the best learning environments for their students.
And, of course, they’re also on hand to offer help and advice, whenever it is needed.
To find out how our team could work in partnership with yours to ensure your school’s ICT is up-to-date, secure and compliant with Ofsted and DfE guidelines, call Concero today on 0333 111 0004 or visit concerouk.com.