espresso

Good Morning Martin. We have change the way that we run the autolog in tool now and it works without using an .exe file. If you or ANY school requires this set up, please give us a call on 0800 6 527 527 or email: [email protected] and we would be delighted to work with you to roll this out across the network. Many thanks Discovery Education.

Discovery Education is a division of Discovery Communications, the world's number one pay-TV programmer, which includes the popular global television networks Discovery Channel, Science Channel and Animal Planet. Discovery Education creates digital content and lesson plans for schools and we are in around 9,000 schools in the UK. We offer a range of services and opportunities for schools to meet the needs of students in the digital age. Our breadth and depth of digital media content is immersive, engaging and brings the world into the classroom to give every student a chance to experience fascinating people, places and events. Our content is aligned to current curriculum requirements and is created and curated by experienced educational professionals. We are looking for a technical support representative to provide first line support to Discovery Education partners (mainly schools) on technical issues over the phone. As part of the Implementation team, you will be the first point of contact for our busy teachers so we would expect you to have a natural flair for both customer service and IT support. Most of the systems we use are bespoke to us so we expect to train anyone who joins us. The ideal candidate will love speaking to customers on the phone and in your spare time, be very interested in technology. Main Duties and Responsibilities: Implementation: To ensure the technical implementation of all Discovery Education services is seamless To build and maintain relationship with our technical Champions in schools To ensure you are up to date with the latest content updates, events and webinars for all Discovery Education services To ensure that you proactively call schools that have technical issues and help teachers resolve these so they have access to our latest content As you are the first point of contact with teachers, ensure that you grab every opportunity to help embed our services in the classroom School Support: To diagnose and resolve software and hardware incidents, (Windows and Mac). To assist all our users with any logged IT related incident when called upon. To take ownership of technical issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible. Escalating incidents to other support teams where necessary. Accurately record customer support issues and their contact details reported via incoming telephone calls and emails. To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels. To be a highly motivated team player with the skills and ability to manage changing priorities. Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed. Essential Skills: • In depth knowledge of Windows operating systems • Knowledge of networks, TCP/IP, WAN and proxy servers • Database/Goldmine/HEAT knowledge an advantage • Technical Help desk / support experience Good command of both spoken and written English Desirable Skills and knowledge: • Some knowledge/exposure to Linux • Basic understanding of Web servers; apache, IIS • Knowledge of school network systems (preferably (RM, Winsuite etc) • Ability to deal with complex calls and teachers who maybe short on time • Logical thinker • Good analytical and problem solving skills • Up-to-date technical knowledge • Good interpersonal and customer care skills • Attention to detail Personal Attributes: • Excellent customer service skills, patience, diplomacy, empathy and respect. • Excellent telephone manner • A “can do” attitude to everyday challenges • Disciplined and methodical approach to work • Highly focused and self-motivated COMPANY BENEFITS • Life assurance 4 x salary Enhanced pension scheme • weekly fruit delivery • Private health for employee and family (at additional person cost for family) • dental care scheme • cycle to work scheme • childcare or eldercare (so If an employee's child is ill, the company will send a nanny to their home or pay for the child to attend local nursery if your childcare lets you down) • employee helpline assistance • on site medical centre with physio dept (GP often issue free medication on the spot and you get 30 min appointment within a few days of calling • stock purchase plan • social committee that has events such as 5 a side football, bootcamp, yoga, book club, quiz nights, cooking • discount site offering £££ off hundreds of high street stores • Rosetta stone discount • Gourmet Society discount club • Stellar employee recognition awards (cash and voucher gifts) • salary sacrifice for various things such a GAYE or pension or childcare vouchers • season ticket loan TO APPLY PLEASE EMAIL A CV AND COVER LETTER OF WHY YOU ARE INTERESTED IN THIS ROLE TO [email protected] You must have the right to live and work in the UK. Discovery does not use recruitment agencies.

Hi Just to let you know we have made changes to the infrastructure that should have resolved the issues with speed and access to Espresso Coding as of last night. So far these changes appear to have been successful but if you do experience any further issues please either give us a call on 0800 6 527527 (option 1) or email [email protected] Apologies for any inconvenience caused over the past few days Thanks Discovery Education UK Tech Support team

Please feel free to use this auto log in tool that we have created http://support.espresso.co.uk/support/Autologin/ – if you experience any issues or require support, please call us on 0800 6 527 527 or email school support [email protected] many thanks, espresso coding

Hello all, Please note that the batch file used in your original installation is a tool created by individual 3rd party support company's as a way of helping them to make sure that shortcuts are set up and that all units have the minimum software required to run Espresso. These batch files are not required in order to get Espresso installed on a client PC. In most cases the software required to run Espresso comes as standard on all clients these days namely, Up to date flash, Windows media player and IE or fire fox (32bit only). All you really need to do is get the shortcut to the URL sent out to all the client desk tops. Espresso exists on several different types of hardware and each one has a slightly different URL. However, the two main builds are EMD (Espresso own build unit built by Stone or ICT) and Cachepilot (built by Equiinet coming in may different variants) URLs for these are as follows. EMD: http://xx.xx.xx.xx/espresso/modules/index.html (host name default espresso) Cachepilot: http://xx.xx.xx.xx/~espresso/modules/index.html (hostname default cachepilot) Please note that where xx you will need to insert IP or host name of the unit. Also some schools may have changed the host name and so persistent issues should be directed to Espresso. Support information Tel: 0800 6527 527 Email: [email protected]

Hello all, I work for Espresso so i just wanted to confirm a few things to help if possible and put you all on the right track ;0) Support contact info at bottom of post. The URL for the home page did change in April as part of our upgrade of the service. While the new page is in a different location there is a redirect that should point you here from your existing links. Some of you may be experiencing errors if your content is not fully up to date and should contact Espresso support if your trouble persist as it is possible that a software glitch (now fixed) might be preventing you from seeing the actual update information. On the point of IE9 compatibility, Espresso is not currently supported on IE9 64bit and you will have issues there until this changes. For the time being please use the 32 bit version or Fire fox yo get to the content. Also, Anyone using IE9 and Sophos internet security will need to set the Espresso home page as a trusted site in there browser security setting in order to prevent a known compatibility issue with this software. Finally URLs. Espresso exists on several different types of hardware and each one has a slightly different URL. However, the two main builds are EMD (Espresso own build unit built by Stone or ICT) and Cachepilot (built by Equiinet coming in may different variants) URLs for these are as follows. EMD: http://xx.xx.xx.xx/espresso/modules/index.html (host name default espresso) Cachepilot://xx.xx.xx.xx/~espresso/modules/index.html (hostname default cachepilot) Please note that where xx you will need to insert IP or host name of the unit. Also some schools may have changed the host name and so persistent issues should be directed to Espresso. Support information Tel: 0800 6527 527 Email: [email protected]

Hi Tom, Now that I have made 2 posts - I am allowed to add my email address! Please email me on [email protected] if it's easier for you. Many thanks Arron Margeison

Afternoon Tom, Sorry to hear that you are having problems with videos in Clipbank. I am the Support Manager for Channel 4 learning, would it be possible to get your school details (postcode) and we can call you and troubleshoot the problem? If you'd rather not say on this forum, please give me a call on my direct line - 0207 870 4548 and we can resolve the issue for you. Unfortunately I am unable to add my email address to this message as it is saying that this is not allowed. Best Regards Arron Margeison Technical Support Manager Espresso Education Group

Hi there, I am a technician who works for the company Espresso. We have designed and developed Clipbank for secondary schools. If you could give me a call on my direct line 020 8237 1150 or our free phone 0800 0345 200 and choose option 1. This will direct you to me or either other technicians that can assist you with the problem you are having. Thanks, Anil