Capita has 2 helpdesks, Bedford and Chelmsford, The Chelmsford helpdesk is an amalgamation of 13 regional centres support staff after 8 regional centres were closed over the last few years.
If you are supported via the Chelmsford helpdesk then they will escalate any database issues to Capita Bedford if they cannot resolve them
If you are supported directly by Bedford then you may get a quicker response time as there is no going backwards and forwards between helpdesks on more complicated issues
Be aware though that Bedford dont normally visit to resolve issues where as Chelmsford staff will as their second line staff are spread from Cumbria to Chelmsford.
If i had to choose, i would choose Bedford for support
Hope this helps
Support by Bedford is what I meant by 'direct support' in my earlier post!
I have just noticed that I have gone green again!
My reputation is in tatters!
I was quite proud of those red squares!
Roll on the next mischievous post!
My support comes from the Chelmsford helpdesk, though I did get a call back from the second line in Manchester in the week. I've no complaints. I've been around long enough to remember when they were called MISE and had the biggest biscuits in the world on training days!
Sivadam you've misspelt mischievous, which may (or might) earn you a red square.
It looks ok to me! ;)
My fingers must be getting even more uncoordinated in old age.
And my red squares normally come as a result of stating the truth - which many don't seem to like.
It's a habit I have had for many decades!
Bedford for me :D I couldn't survive without Zoe ;)
If, and I do say IF, the Capita support team have the advantage of a hotline/fast track to the Capita software team, I suspect some very serious questions would be asked.
I think is is more likely that some LA support teams are quicker and more efficient & knowledgable than others.
This is a very relevant post for me at this moment in time, as I am (we are, my company) an IT training organisation based on the south coast, and have been working with several schools in Hampshire on all manor of IT training, including recently SIMS training.
Hopefully my rep is still intact since my move away from the school, those of you that remember that far back and had many a conversation with (you know who you are!)
Your rep is still intact with me Graham!
Pity I won't see you at the Partnership Conference in a couple of weeks!
For the record we support LA teams (or their outsourced team) in exactly the same way as we support our own service desk. All cases are treated in the same manner, priority is assigned according to severity of problem. There are no special arrangements for cases raised by Bedford/Chelmsford as it is vital that all cases are treated equally.
A real shame Mike I do miss these events, it was a fantastic opportunity to meet all the people who I only type to, and share ideas with.
Unfortunately I don't think my replacement from SSS can make it this year (after speaking with him last week). I did offer to step in!
Out of interest, around how much would an average size school be paying for MIS support, training etc, per year from a major MIS supplier? Is this optional, depending on whether the schools thinks they need the extra support or do almost all schools that use SIMS plump for the support too?
Somebody is scheduled to attend!
Originally Posted by GREED
Perhaps it was booked and now cannot. I cannot say for certain he is not going, but that was the indication. Very nice chap though if you ever meet him! :)
Originally Posted by Sivadam