Guide to ict services at The Howard Partnership Trust

S t a f f G u i d e t o I C T S e r v i c e s | The Howard Partnership Trust

Page | 1 2014/15

Staff Edition 2014/15

Version 1

Author: Gary Bates, Partnership ICT Support Manager


Page | 2 2014/15


Page | 3 2014/15

Welcome to the Staff Guide to ICT Services at The Howard Partnership Trust.

We aim, via this introductory guide to introduce you to the key ICT facilities

and services available to staff across The Howard Partnership Trust. We hope

you find it useful.

Across the partnership we have good academic computing facilities, with a

wide range of ICT Services for Staff and a wealth of resources including ICT

suites, email and internet access, wireless access, Microsoft Office suite

printing facilities, network document storage, SIMS, Frog eLearning

environment and many electronic resources managed by individual subject

areas.

With so much technology now present in the classroom for teaching and

learning as well as serving the administrative functions of the

partnership/schools the support offered for ICT has never been so vital.

As a new or existing member of Staff to the Partnership it is important to us

that we provide you with the information you need regarding our services.

We hope you have an enjoyable and rewarding time using the ICT facilities

across the partnership; we are constantly reviewing the service we offer and

welcome any feedback from colleagues.


Page | 4 2014/15

Our aim is to provide the Information Communication Technology that will:

enhance the experience of Students and Staff whilst Teaching &

Learning with the Howard Partnership Trust;

support and encourage innovation; and

make a valued contribution to success of The Howard Partnership Trust.

The majority of colleagues would have been in touch with a member ICT

Support Team as soon as they start employment with the partnership. Made

up of 9 the team has a diverse range of knowledge and skills in IT &

Computing that means we are capable of assisting with any IT related query

you may have.

Department Structure


Page | 5 2014/15

Your Account

To access any of the ICT services we offer you will need a network username

and password. The creation of accounts to access systems across the

partnership is strictly controlled. Before we can setup and issue your account

details we will need to receive an IT Starter Form from HR.

The security and protection of your data across the partnership is a priority for

us and we ask colleagues to respect this by following the correct process.

Should there be a problem with setting up your account please speak with HR

in the first instance who can forward us the relevant paper work.

Typically, your username will be in the format of surname_first initial e.g.

Bates_G if this differs at the school you are located at this will be

communicated to you. Your password will be provided by HR and you will be

asked to reset this at first login.

ID Cards and Car Park Permits

ID cards and car park permits are produced by the ICT team. We require a

recent photo (this will probably be taken by the team); once the card is

produced it will be issued via your line manager.

Biometric registration

The use of biometrics (finger recognition) is in use at most schools across the

partnership for a range of functions including canteen payments, door

access control and logging in on photocopiers.

Registration of your finger print is managed by ICT Services (currently the

receptionist at Thomas Knyvett); please visit the local technician at your

school who will be happy to assist.


Page | 6 2014/15

School Wi-Fi

Each school within the partnership has an enterprise level managed wireless

solution and is available to staff.

The current network key/password is t3ach3rs for security this is subject to

change for security purposes; please do not distribute this to students or

outside of the partnership.

If using your own device we would ask you to read and understand any such

policies in place at the local school.

Unfortunately we are unable provide IT support to your personal devices for

insurance purposes.

Personal file store (N: Drive/My Documents)

Each staff member is allocated a set of space on the schools servers to

enable you to save your business related files. This area is personal to you but

please be aware that ICT Services has access for support and administration

purposes. All documents and shared areas are backed up daily.

ICT Suites

Most ICT suites within the partnership are shared between the ICT subject

teachers and across many other departments as a general bookable

resource. If you are using an ICT suite and discover a problem with any of the

equipment please report it to ICT Services as soon as possible.


Page | 7 2014/15

Across the partnership we use an ITIL compliant help desk solution to assist us

in managing your requests. ITIL (The Information Technology Infrastructure

Library) is a framework and set of best practices for IT service management

that focuses on aligning IT services with the needs of partnership.

The system not only allows us to manage your request but also allows us to

monitor trends in the areas we support and provide better solutions for the

future.

To report a problem or submit a ‘change’ request, simply email the relevant

address:

School Helpdesk Email Address

Howard of Effingham [email protected]

Thomas Knyvett [email protected]

Kenyngton Manor [email protected]

Saint Lawrence Currently: [email protected]

Please remember to include as much detail in your email as possible, for

example the room name/number, computer name, any details of error

messages, the exact issue that is being experienced and don’t forget a

descriptive subject! - The more we get the quicker we can understand the

issue/request and provide a resolution in a timely manner.

If you wish to see the requests you have outstanding you can visit

http://helpdesk.thehowardpartnership.org you will need to sign up by clicking

“Signup now”, this must be with the email address you use to submit help desk

requests.

mailto:[email protected]




http://helpdesk.thehowardpartnership.org/


Page | 8 2014/15

ICT Faults

An ICT fault occurs when hardware or software that was previously working

satisfactorily no longer does so. When the ICT Service is alerted to a fault it is

recorded and managed as an “incident”. We make every effort possible to

resolve incident calls immediately, at first point of contact, however we may

need to investigate the issue further.

Each incident is allocated a unique ticket number and the details of your

email are entered used to create the ticket. Please ensure you understand

what we require if you when dealing with ICT faults below.

Resolving ICT Faults

What we will do What we ask you to do

1. Answer ICT Service Desk

calls/emails between 07:30 and 17:00

Monday to Friday.

2. We will make every effort possible

to resolve incident calls immediately,

at first point of contact, or within 48

hours of the incident being logged.

High priority incidents such as

classroom technology of support

services will be dealt with immediately

with a resolution time of 1-2 hours.

3. Where necessary, arrange with you

a mutually convenient time to visit,

investigate and resolve the incident.

1. Make basic checks to identify the

extent of the incident before contacting

the ICT service team, and if able resolve

the issue locally. Things to check would

include: Power – is there lights on the

system, Network cable – is this plugged

into the computer and wall socket.

2. Be available or contactable, to

enable the ICT service team to


3. Assist the ICT team member dealing

with your call if the resolution involves a

remote connection, a telephone call or

a visit.

4. Retain as a reference during all

contacts, the unique call number

assigned to your incident.


Page | 9 2014/15

ICT Service Requests (Change Requests)

The ICT Team deals with all kinds of requests from across the partnership for

changes to existing ICT environments. This might involve new hardware or

software or changes to existing computer systems. The term “requests” also

includes requests for information, or advice, or to obtain access to an existing

ICT Service.

When the ICT Service receives requests for information and advice they are

recorded and managed as a “change request” on the ICT Service Desk

system.

We aim to review a change request within 72 hours and provide either a

resolution or definitive timescale on the completion of the request. Please

ensure you understand what we require if you when dealing with ICT requests

below.

Dealing with ICT Requests

What we will do What we ask you to do

1. Answer ICT Service Desk

calls/emails between 07:30 and 17:00

Monday to Friday.

2. Although most change requests

cannot be dealt with immediately, we

will make every effort to resolve calls

at first point of contact, if that is

possible. Otherwise, we aim to resolve

change requests as detailed above.

3. Where necessary, arrange with you

a mutually convenient time to visit,


1. Ensure you provide sufficient detail to

define the scope and nature of your

request before contacting the ICT Team.

2. Be available or contactable, to

enable the ICT Team to investigate and

resolve the incident.

3. Assist the ICT Team member dealing

with your call if the resolution involves a

remote connection, a telephone call or

a visit.

4. Retain as a reference during all

contacts, the unique call number

assigned to your incident.


Page | 10 2014/15

All colleagues across the partnership will have access to email for the purpose

of their day to day duties.

Your login details will usually be the same used to login to the school

computer network (see ‘Your Account’ under ‘Getting Started’)

To access email remotely please visit the web address relevant to your school

below.

Site Address

Howard of Effingham https://webmail.thehoward.org

Thomas Knyvett https://webmail.thomasknyvett.org

Kenyngton Manor https://login.microsoftonline.com

Saint Lawrence TBC

https://webmail.thehoward.org/

https://webmail.thomasknyvett.org/

https://login.microsoftonline.com/


Page | 11 2014/15

When you login to a workstation within your given school a set of printers

relevant to that location will be installed and available to use. In the majority

of the schools across the partnership an additional step is required before you

are able to print; this is known as ‘PaperCut’ and will appear after you send

your print job to the printer (see below).

You will need to select the option “Charge to shared account” and select the

department the work is for. If you find there are departments that are missing

and you that you are authorised to print to please contact ICT Services who

can assist.

At the majority of photocopiers across the partnership you will find a biometric

finger recognition system. This allows you to authenticate against your

‘PaperCut’ accounts when copying documents using your biometric

registration (See Biometric Registration Section). On first use you need to link

you ‘finger’ to you network account. To do this:

1. Scan your finger using the Reader attached to the copier

2. On the display of the copier you will be asked to enter your username

and password, this is your account as explained in the ‘Your Account’

section of this guide.


Page | 12 2014/15

3. Your finger will now be linked to you network account. Once

authenticated you will be presented with the list of departments that

you are authorised to charge to. Choose the department by clicking

on it.

4. Once you have selected the “Account” you wish to you, you will then

be presented with the screen below where you must confirm that you

wish to continue.

5. Click “Next” & from here you can now carry out the task you wish. If you

want to use the photocopier simply click the “Copy” button & if you

wish to perform a scan to your own email then please select the

“Mail2Me” application shown on the screen as below.

Printing and copying will vary from school to school and if ‘PaperCut’ is not in

use there will be a printing policy local to the school.


Page | 13 2014/15

The VLE learning platform in use is Frog (http://www.frogeducation.com)

You can access Frog by following the relevant link below

Site Address

Howard of Effingham http://frog.thehoward.org

Thomas Knyvett http://frog.thomasknyvett.org

Kenyngton Manor http://frog.kenyngtonmanor.org

Saint Lawrence TBC

http://www.frogeducation.com/

http://frog.thehoward.org/

http://frog.thomasknyvett.org/

http://frog.kenyngtonmanor.org/


Page | 14 2014/15

Good IT security keeps your account and personal information safe, and

protects the School’s computer network. It is important that you stay vigilant

and follow the guidance in place.

What we do to protect your account

• Email: all email is scanned for viruses and spam before being delivered to

our email servers.

• Backups: we have security measures in place to protect the file stores

across the partnership, including regular backups of our servers.

• Anti-virus: the partnership makes use of enterprise level virus protection,

which is installed on all PCs. It is updated regularly.

What you can do to stay safe

• Never share your password with anyone. IT Services staff will never ask you

to reveal your password by email, in person, or on the phone.

• Install anti-virus and firewall software on your own machine. If your machine

is infected, or doesn’t have appropriate anti-virus software, you may be

prevented from accessing the network.

• If you’re using a classroom PC, make sure you log off when you’re finished

and lock it if you plan to leave it unattended.

• Be wary of any email asking you to share personal information - it may be a

scam, if in doubt forward the message to ICT and ask for advice.

• Contact the IT team if you have any IT security concerns.


Page | 15 2014/15

The following schools currently allow you to access school resources remotely:

Howard of Effingham

Thomas Knyvett

Via the Frog VLE learning platform you are able to access ‘Secure Gateway’

which enables you to connect to workstations and make use of school

resources at each site.

Once logged into Frog you will see a series of tabs in the top right:

‘Secure Gateway’ is the second icon in from the left (at Thomas Knyvett this

will be the initials ‘SG’). Click the icon to be taken to the list of workstations

you are able to connect to, this will typically be a ‘pool’ of machines located

in ICT suites and the staff room:

Double click on a macine pool i.e IT1 as above. You will be presrnted with the

remote desktop connecton dialog:

Click ‘Connect’.


Page | 16 2014/15

You will be asked for your network credentials, these are the same used to

login within school. Choose ‘Use another account’. Your username needs to

be prefixed with either HOWARDNET\ for the Howard of Effingham or

THOMASNET\ for Thomas Knyvett.

Click ‘Ok’. If you are presented with a security dialog regarding cerificates

click ‘Yes’.

You should now be logged into the workstation.

Please remember to log off the workstation by going to ‘Start’ – ‘Log off’ once

you have finished working.


Page | 17 2014/15

ICT and the related technologies such as email, the Internet and mobile

devices are an expected part of our daily working life in school. This policy is

designed to ensure that all staff are aware of their professional responsibilities

when using any form of ICT. All staff are expected to sign this policy and

adhere at all times to its contents. Any concerns or clarification should be

discussed with the Network Manager, Thomas Knyvett College, E-safety

coordinator.

I appreciate that ICT includes a wide range of systems, including

mobile phones, PDAs, digital cameras, email, social networking and

that ICT use may also include personal ICT devices when used for

school business.

I understand that it is a criminal offence to use a school ICT system for a

purpose not permitted by its owner.

I will only use the school’s email / Internet / Intranet / Learning Platform

and any related technologies for professional purposes, or for uses

deemed ‘reasonable’ by the Head or Governing Body.

I will comply with the ICT system security and not disclose any

passwords provided to me by the school or other related authorities. I

will change my passwords termly.

I understand that I am responsible for all activity carried out under my

username.

I will ensure that all electronic communications with pupils and staff are

compatible with my professional role.

I will only use the approved, secure email system(s) for any school

business.

I will ensure that personal data (such as data held on SIMS) is kept

secure and is used appropriately, whether in school, taken off the

school premises or accessed remotely. Personal data can only be

taken out of school or accessed remotely when authorised by the

Head of School or Governing Body.

I will not install any hardware of software without the permission of the

Network Manager.


Page | 18 2014/15

I will not browse, download, upload or distribute any material that

could be considered offensive, illegal or discriminatory.

Images of pupils and/or staff will only be taken, stored and used for

professional purposes in line with school policy and with written consent

of the parent, carer or staff member. Images will not be distributed

outside the school network/learning platform without the permission of

the parent/carer, member of staff or Head of School.

I understand that all my use of the Internet and other related

technologies can be monitored and logged and can be made

available, on request, to my Line Manager or Head of School.

I will respect copyright and intellectual property rights.

I will ensure that my online activity, both in school and outside school,

will not bring my professional role into disrepute.

I will use the Secure Gateway to access data and will ensure that this

information is not accessed by others on my personal computer /

device.

I will use an encrypted memory stick if I have need to store data for

mobile use.

I will not leave confidential information available for the use of others in

public spaces.

I will shred using school procedures all documents which contain data.

I will report any incidents of concern regarding children’s safety to the

E-safety Coordinator, the Child Protection Liaison Officer or Head of

School.

I will ensure that electronic communications with pupils including email,

IM and social networking are compatible with my professional role and

that messages cannot be misunderstood or misinterpreted.

I will support the school’s E-safety policy and help pupils to be safe and

responsible in their use of ICT and related technologies. I will promote E-

safety with students in my care and will help them to develop a

responsible attitude to system use, communications and publishing.


Page | 19 2014/15

We have in place across all schools a service called ‘Shadow Copy’. This

means you can recover documents/files that may have mistakenly been

deleted/written over.

Shadow copy runs twice daily, once in the morning and once in the

afternoon.

To recover data, navigated to the folder when you would like to restore from

(this could be your personal file store H: drive or a shared area) and right click.

Choose ‘Properties’. Once the properties of

the folder appear click the “Previous

Versions” tab. This will display a list of dates

and times that you are able to go back to.

Double click on one of the entries; this will load a

copy of the folder from that point in time. Simply

copy and paste the file that you need back to

the ‘live’ folder. You will know what folder you

are working in as the shadow copy you are

working with will place the date in the address

bar:


Page | 20 2014/15

The Howard Partnership Trust. Registered Office: Lower Road, Effingham, Surrey, KT24 5JR.

Registered in England and Wales. Company Number: 07597068. An exempt charitable trust

Guide to ict services at The Howard Partnership Trust

Documents

f f g u i d e t o i

howard partnership trust

department structure

ict suites

key ict facilities

member ict support team

wide range of ict services

staff guide