ICT Technical Support

The James Marks Academy Trust works with Herts for Learning Technology in Schools Service to offer:

• Access to a managed service desk - providing support, guidance and advice
• Remotely monitored broadband with filtering - ensuring a safe and secure connection
• Back up of all data on secure cloud based servers - offering reassurance 
• Strategic longer term advice and planning - offering best practice guidance to future proof your school IT needs
• High level technical support and disaster recovery - understanding and resolving complex issues
• Hardware procurement and installation - delivering cost effective solutions 
• Cloud Solutions

Service Desk

HFL Education provides a service desk of consultants and curriculum advisors for:

• Technical (ICT Services)
• Hertfordshire Internet Connectivity Services (HICS)
• Data Management Services (DMS)

James Marks Academy Trust offer a single point of contact for hardware, operating systems and ICT-supported software issues.

• Raise tickets via the online portal, 24 hours a day/7 days a week
• UK-based helpdesk Call hours 8.15-5pm Monday-Thursday and 8.15-4pm Friday

On-Site Technical Support

Our on-site technical support visits can be set at an interval that suits your school or setting.

All HfL consultants are fully trained and DBS checked.

Emergency Callout

In the unlikely event that we cannot resolve the technical issue remotely, HFL will be happy to arrange for one of their technical consultants to visit and provide an on-site resolution.

Remote Monitoring and Maintenance

HfL remote monitoring and maintenance software ensures critical equipment remains safe and secure; with problems reported and resolved before they affect the end users.

HICS Broadband

A fully managed solution designed for schools to access the internet safely and securely, enabling teachers to deliver digital content and engage with pupils through technology. 

In collaboration with a market leading broadband provider, HfL provide a fully managed service:

• Remote access solution

• Intersite connectivity, enabling multi-school collaboration

• Local control of web filtering policies, DNS and Firewall settings

• Delivering guaranteed speeds of up to 1Gbps

• Flexible solutions to suit your school's needs and budget

Core network and availability

HICS is a fully resilient service across multiple data centres with a 100% core availability. The service is monitored 24 hours, seven days a week, with faults being resolved out of hours to ensure schools have minimal impact on teaching and learning.

Safety

Championing pupil safeguarding through a fully managed, secure connection that you can rely on.

• Internet Watch Foundation (IWF) and Prevent alerting comes as standard
• Create customised web filtering alerts based on your individual establishment requirements
• Our fully managed firewalls have built in resilience, keeping your information secure and minimising risks of potential data security breaches

Anti-virus

HFL Education are able to provide McAfee Endpoint security which supports Windows 7, 8, and 10 computers, Windows 2008 R2 to Server 2019 and Apple macOS. The benefits include:

• Simple installation via a single agent to all workstations and servers
• Automatic online updates for virus definitions and program software
• Centralised control by ICT Services to rapidly address virus issues should they occur
• Ability to host a local repository so stations can update from one of your local servers rather than online
• The detection of workstations and laptops that are not protected or up to date*
• Assistance with virus cleaning
• Automated reports to school when problems are identified
• School login to the ICT Services ePO system to monitor status of AV software in their school

Backup & Disaster Recovery

Having a backup and disaster recovery plan in place is a must have for every school and business. Without one you could be at risk of losing all your network data. HfL offers a scalable, safe and monitored cloud backup solution. Leveraging the power of the Microsoft Cloud, the backup solution is designed with schools in mind, automatically securing important data with remote monitoring and troubleshooting included.

Procurement

Our team can help you with procuring new equipment for your school by ensuring you get value for money no matter how big or small the project is.

Laptops/Desktops, Servers

HFL Education are proud to be a premier partner of Dell EMC.

Benefits of this partnership include:

• Competitive pricing
• ICT Services approved hardware - tried and tested in school environments
• Enhanced ProSupport warranty on all laptops, PCs and servers - with an on-site next business day response

Apple - iPads

HFL Education provide the hardware and use a cloud based MDM system to provide maintenance to effectively manage all Apple devices.

Wireless

HFL Education's wireless solutions are designed around the needs of schools. Simple to deploy and maintain, scalable to suit any setting, reliable and at a price point you can afford

For more information please contact mandy.crow@romanfields.herts.sch.uk