Out of Hours IT Helpdesk Managed Service

Concepts

• subscription-based service
• birmingham
• information technology
• main support services
• hours
• hours weekends
• second line support
• library queries
• live chat
• public holidays

Location

West Midlands England:

Description

a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed.

Total Quantity or Scope

The service operates from 17:00 to 08:00 weekdays, 24 hours weekends and public holidays. Contact to the service may be made by phone, email, and Live Chat.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Legal Justification

Norman is in the unique position of being operated by a Higher Education institution within the heart of its own campus (as well as remotely via home working) as well as having supported numerous and varied Higher Education institutions over more than 16 years, this benefits us and you in a number of ways that other services cannot: • Norman has an innate familiarity with the Higher Education sector, understanding better than anyone the University needs as well as the needs of their students and staff. • Norman understands and can help overcome challenges posed in supporting customers in the Higher education sector, increasing student expectation, the seasonal demands of the academic calendar, rapidly evolving technological demands etc. • Over the years Norman have also come to understand that Higher Education institutions are far more similar than different. Exposure to the sector has given them a broad and expansive experience of the specific systems and processes in the sector. Norman staff offer expert support in: o Virtual Learning Environments o Eduroam troubleshooting. o Off-site access to local services o Accessing electronic journals. o Referencing software. o Statistical software (including Nvivo, SPSS etc) o Student lifecycle and enrolment o Standard operating systems o Standard and specialist software including office applications. o Standard communication packages including Office365 and Skype for business. Norman is a proven provider of Higher Education first and second line support; having supported over 60 institutions over the past 16 years, including Russell group, Red Brick, Pre and Post 92 institutions. We have come to appreciate the remarkable advantages of providing constant phone and live chat assistance for the IT Service Desk. Our conviction remains strong that no alternative service could measure up to this level of support. This is precisely why we have opted for Norman Managed Services, particularly due to their expertise in higher education. Their adeptness in this field further validates our decision. Notably, Norman Managed Services seamlessly transitioned into action, necessitating minimal input from us to grasp the nuances of the support inquiries we routinely encounter.

Other Information

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