Service Desk 

Dedicated MIS Accredited service desk based in the UK. 
Unlimited remote support. 
No call centres or press 1, 2, 3… just direct access to our experienced 1st and 2nd line support team at any time. 
Log tickets via phone, email, live chat or just leave us a voicemail. 
We always aim to resolve tickets at point of contact. Using remote support, we can often solve your query in just one phone call. 
Knowledgeable education specialists on requirements for exams, census, end of key stage returns and OFSTED. 
On the rare occasion that your case cannot be resolved by our 1st or 2nd line support team (patch required, software bugs etc.) it will be escalated to the software developers by Keystone MIS. 
Response and resolution targets which make sure every call is responded to and resolved. 
We respect confidentiality and adhere to GDPR. All staff have enhanced DBS for access to data. 

Working With Your ICT Team 

Keystone MIS work in partnership with your chosen IT provider to maintain functionality (upgrades/patches/connectivity) where required. 
Maintain data transfers (B2B) between your school and the LA if required. 
MIS server migrations and reinstallation of the MIS are all included as part of our support service at no additional cost which can be included as part of your disaster recovery plan. 
We upgrade, install and support your chosen MIS system in all modules where applicable. 

24/7 Visibility and Knowledge Base 

Additional support and documentation provided to schools as well as extended opening hours during key events in the year e.g. census days, exam results day etc. 
Knowledge base provided to schools via our website with relevant information and documentation to support your school. 
Access to our service desk software 24/7 to raise tickets, add updates or monitor progress. 

Keeping You Informed 

Regular newsletters with access to video tips, tutorials, guides and above all keeping you up to date with any changes which impact you or your school. 
We help reduce the impact of time intensive tasks such as the school census, workforce census, key stage returns and year end by providing you with helpful guides, key updates and “what’s new” at the appropriate times. 
For significant changes we provide a bespoke newsletter or webinar helping to understand that subject and how it impacts you or your school. 
We will attend and report updates/feedback from events held by MIS software providers to keep you up to date with the latest software developments. 

Best Practice / Helpful Hints 

Keystone MIS have a wealth of experience and are always on hand to offer advice and guidance on utilising your chosen MIS as a powerful tool for school improvement. 
We can work with your senior leadership team to assist you in using your MIS to further develop your existing school improvement plan or help inspire changes when looking ahead. 
Access to a range of webinars to demonstrate new features, helpful hints and small bite-sized coaching sessions on specific topics such as school census. 

Training / New Staff Inductions 

We offer bespoke bite-sized one to one remote training sessions to all of our schools. The sessions offer a flexible and tailored training solution that fits around your schedule. 
Our training covers a wide range of subjects, everything from attendance to reporting and even more advanced topics like exams or timetables. 
Our inhouse trainers use their experience working with schools to provide relevant examples, share best practices, and offer practical solutions to the challenges you encounter. 
If you are a new staff member seeking an introduction course or an experienced staff member transitioning to a new role, we can provide the right course to meet your requirements. 

Consultation / MAT Level Reporting / MIS Migrations 

We can assist in helping your school or trust improve your data analysis, streamline reporting processes, and help you to make informed decisions. 
Helping to make sure you are OFSTED Ready (Training, Development and reviewing your use of your chosen MIS) 
We can help you write those everyday reports from your MIS in a variety of formats for different audiences. 
Moving from one system to another? Let us know, we work for your school not the MIS companies. You can trust us to give you impartial feedback and advice when discussing your options. We can arrange for quotes and help project manage any changes to keep things as smooth and trouble free as possible. 
Experience the freedom and peace of mind that comes with a support service that covers everything you need, without the complexity of tiered packages. Join us today and discover the unparalleled level of service that sets us apart from the rest. 
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