IT service desk
Remote Hands is the name for our service desk support, which is delivered directly to your school staff. Resulting in a fast resolution to common issues and requests. Contact is made via our “Rapid Response” app and questions are normally responded to within two minutes of first contact. We find that we can resolve approximately 70% of enquiries via this chat function delivering a high degree of customer satisfaction fully remotely.
On-site support
Our popular Smart Hands service delivers scheduled engineer visits to support your school, providing a familiar face who is fully acquainted with both your staff and your systems. Resolving issues that sometimes occur that require physical (onsite) interaction. Our technicians attend the school to work with you on a resolution, supported by our Remote Hands expert team.
Service delivery management
Overseeing the NX-Generation support services agreement you have purchased, the Service Delivery Management module is your single point of contact for monitoring, escalation and optimisation. Ensuring the smooth running of your IT services.
Systems monitoring and management
Our support team currently manage over 75,000 Windows servers, laptops and PCs in UK schools. Systems Management includes management of your end-point devices, as well as servers and networking equipment to keep the IT in your school running at an optimal performance.
NX-Generation IT Services
Our new portfolio of support services moves beyond simply "break fix". We work as an extension to your own local team. Focusing on improving your IT infrastructure and increasing the staff confidence in technology. While ensuring that your classrooms are cyber safe.