ICON Consultants

School Support Incidents

Our ICON Consultants are available to address support incidents logged in Heat that the ICTSupport Team cannot resolve. We collaborate closely with schools to address their issues and escalate them to technical teams when needed.

Service Requests from School Staff

Our consultants utilising their business expertise and knowledge of ICON applications, provide guidance on best practice, identify operational improvements related to ICON applications and work with schools and technical teams to implement necessary changes. We also monitor feedback from schools and recommend updates to ICON applications in accordance with business policies and guidelines. Additionally, we assist schools with the implementation of any changes to ICON applications.

Onsite Support for Schools

ICON Consultants will consider requests for onsite support in the following cases:

• A new school requires follow-up support post training.

• A school has a new staff member who are required to perform administrative or other tasks using ICON applications.

• Onsite support or training is more appropriate, such as ‘just-in-time’ training or support that can only be provided onsite where confidentiality is paramount.

• There is a temporary absence of key staff for some time and cannot perform their duties.

Our goal is to ensure that all schools have the support they need to effectively use ICON applications. If you need assistance, please don’t hesitate to reach out to our team.

Where school staff have a specific request for support from ICON Consultants they contact the ICT Support  by phone or email and log a Service Request with the eAdmin or eLearn Consultant team.