IT Support

Cavendish Education Trust IT Support

Who We Are

We are the dedicated IT Support Team for the Cavendish Education Trust. Our goal is to ensure that technology enhances teaching, learning, and administration across all our schools. We manage the infrastructure, hardware, and software that keep our educational environment running smoothly.

Hours of Operation & Contact

Standard Working Hours:

• Monday – Friday: 08:00 – 16:00

• Note: We often have team members onsite starting from 07:30 for early assistance.

How to Contact Us: The most efficient way to log a request is via our Helpdesk email. This ensures your issue is tracked and assigned to the correct technician.

• Email: helpdesk@cet.uk

• Telephone: Ext. 217 (For urgent issues)

What IT is Responsible For

We support the technology infrastructure provided by the Trust. This generally includes:

• Hardware: Desktop PCs, laptops, interactive TVs, printers, and peripherals.

• Software: Installation and troubleshooting of Trust-approved software and educational apps.

• Connectivity: Network access, Wi-Fi, and Internet connectivity.

• CCTV & Site Security: Maintaining the functionality of the CCTV network and recording servers to ensure site safety.

• Marketing Support: Technical support for digital signage screens, Facebook, school websites, and technology setups for promotional events.

• Accounts: Managing staff and pupil user accounts.

How We Prioritise Requests

To ensure fairness and operational stability, we triage all tickets based on Impact and Urgency. This is a standard IT industry practice:

1. Critical (P1): A major system is down affecting the entire school or Trust (e.g., Internet outage, Server failure). Response: Immediate.

2. High (P2): An issue affecting a whole classroom or department, preventing teaching or critical work. Response: Priority.

3. Medium (P3): An issue affecting a single user prevents them from doing their core job, with no workaround available. Response: Standard Queue.

4. Low (P4): Minor issues, single-user glitches with a workaround available, or "Nice to have" requests (e.g., moving a PC, installing non-critical software). Response: Scheduled.

Note: Please always provide as much detail as possible in your initial email to help us grade the priority correctly.

Equipment Loans

We have a selection of AV equipment available for staff to book for school events, lessons, or projects.

• Cameras: Digital stills cameras.

• Video Cameras: For recording lessons or events.

• Portable Speakers: We have Large and Massive options available depending on the venue size.

• Drone: Strict Requirement: Staff must undergo specific training before booking the drone.

To Book: Please email the Helpdesk in advance to ensure availability.

Web Filtering Requests

Our internet is filtered to safeguard pupils and staff. If a legitimate educational website is blocked, it can be requested for unblocking.

The Process:

1. Do not contact IT directly to unblock a site.

2. You must first contact your Designated Safeguarding Lead (DSL)

3. They will assess the site for safety and educational value.