INCLUDED WITH OUR SERVICE — NOT SOLD ON TOP
See exactly how your school IT support is performing
Most schools only find out how good their IT support really is at contract renewal — if at all. We think that’s backwards. Helpdesk Reporting is the transparency layer built into every AIT support contract: a live view of your SLAs, response times, resolution rates and trends, open to your headteacher, your trust and your technicians all year round.
We support 249 schools and 20 multi-academy trusts across the UK, and every single one of them can see how we’re doing — not because they asked, but because we’d rather be measured than taken on trust.
Support you can see, not support you’re sold
We’re a school IT support provider first — managed support, installations and cabling, broadband and connectivity delivered UK-wide by a 75-strong education-only team. Helpdesk Reporting exists because of a simple problem we kept hearing from schools joining us: “our old provider sent us a PDF once a year, and we had no idea whether it was true.”
So we built the alternative into the service itself. Every ticket your school raises is measured against the published targets on our Ticket Priorities page, and Helpdesk Reporting shows you the results — continuously, in plain English, without you having to ask. If we have a bad month, you’ll see it before we’ve had a chance to write the excuse. That’s the point.
There’s no licence fee, no module pricing and no “premium reporting tier”. If AIT supports your school, Helpdesk Reporting is already yours.
If your current provider can’t show you this, ask yourself why.
The Executive overview: your whole support picture on one screen
Designed for headteachers, business managers and trust executives who have ninety seconds, not ninety minutes. The Executive overview distils everything into the handful of questions leaders actually ask:
- Are they responding on time? SLA attainment against every priority level — for example, a demo school showing 96% of urgent tickets responded to within target this term. (Illustrative demo data.)
- Are things getting fixed? Resolution rates and average time-to-fix, trended term by term so you can see direction of travel, not just a snapshot.
- What’s breaking, and where? Ticket volumes by category and by site — so a spike in wireless issues in one building is visible as a pattern, not buried in a ticket queue.
- What’s it costing us in lost time? Recurring-issue tracking that flags the faults worth engineering away rather than repeatedly patching.
It’s the report your governors’ resources committee wishes it had — ready before the meeting, with no chasing.
Illustrative demo data — customers see their own live figures in the Customer Portal.
KPI Insights: the numbers behind the headline
When the headline figure raises a question, KPI Insights is where you find the answer. Drill from any top-level metric into the detail beneath it:
- First-response and resolution performance broken down by priority, category, site and time period.
- Trend lines across terms and academic years — because comparing a quiet August to a chaotic September tells you nothing, and comparing September to last September tells you everything.
- Breach analysis: every ticket that missed its target, with the reason logged against it. We don’t hide the misses — a demo dataset here shows 7 breached tickets out of 412 in a term, each one accounted for. (Illustrative demo data.)
- Workload shape: when tickets arrive, how they cluster around term events, and what that means for how support cover should be planned.
For trusts, every KPI can be cut with per-trust filters — the whole estate in aggregate, or any single school in isolation, from the same screen.
Illustrative demo data.
Training insights: turn your ticket history into a staff development plan
Some tickets aren’t faults — they’re signals. Training insights analyses the pattern of “how do I…?” requests across your school and shows you where a short staff session would remove a whole category of tickets at source.
If, say, an illustrative primary school logged 23 tickets in a term that were really questions about shared drives and permissions, that’s not an IT problem — it’s a fifteen-minute INSET slot. Training insights surfaces exactly those opportunities: the topics, the frequency, and the staff groups affected, so your CPD time goes where the evidence says it should.
It’s the difference between a provider that profits from your confusion and a partner trying to make you more self-sufficient. Fewer avoidable tickets is a win for your staff and for ours — it frees our engineers for the work that genuinely needs them.
Illustrative demo data.
Built for trusts, schools and technicians — not just for us
Trusts
For trust leaders: one login, every school. Per-trust filters roll the entire estate into a single comparable view — SLA attainment by school, ticket volume per pupil, recurring issues by site — so a COO can walk into a heads’ meeting knowing exactly which schools are well served and which need attention. Centralising IT across a MAT only works if the centre can see what’s happening at the edges; this is how ours do it. See how this fits a whole-trust service on our Multi Academy Trusts page.
Schools
For individual schools: your school, your numbers, nothing else. Headteachers and business managers see their own site’s performance in the Executive overview, dig into detail through KPI Insights, and pull evidence for governors or the trust in minutes. Works the same whether you’re a primary, a secondary or an independent school.
Technicians
For in-house technicians: if your school runs its own IT staff with AIT behind them, your team gets the Technicians view — live ticket queues, escalation status, and the same KPI data we see, with nothing filtered. Shared visibility is what makes a third line support partnership work: your technician and our service desk are looking at one version of the truth, not exchanging spreadsheets.
The AI Assistant: ask your support data a question
Not everyone wants to build a filter. The AI Assistant lets anyone — a business manager, a trust executive, a governor preparing for a meeting — ask questions in plain English and get answers drawn from their school’s own reporting data:
- “How did response times this term compare to last term?”
- “Which of our schools raised the most tickets last month?”
- “What were our three most common issues this year, and are they going up or down?”
The Assistant answers with the figures, the trend and a plain-English summary you can paste straight into a report. It works only within your school or trust’s own data — it can’t see anyone else’s, and nobody else’s Assistant can see yours.
Illustrative demo data.
Every number, chart and screenshot on this page is illustrative demo data — static examples, never a live feed. We don’t publish any school’s real performance figures, and we never will. Your school’s actual numbers are visible only to you, inside the Customer Portal.
One of four platforms. One login. All included.
Helpdesk Reporting answers “how well is our support performing?” Our other platforms answer the questions that come next — and every AIT school reaches all four through the same Customer Portal login, included with our service, not sold on top.
AIT Horizon
when reporting shows you the pattern, Horizon helps you plan the response. If KPI Insights reveals a wave of hardware faults from an ageing suite, Horizon’s IT Finance module shows the same leadership team their 5-year projections, hardware refresh schedule and software licensing position — turning a support trend into a budget decision. Its Executive, Schools and Support views, RAG compliance tracker, policies and strategy roadmap give leaders the long view that sits behind every ticket.
AIT Atlas
Navigate. Manage. Deliver. The operations platform our own 75-strong team runs on: people, projects, schools and technology, with CRM, Rota, Fleet and HR behind every visit. When Helpdesk Reporting shows a ticket resolved on site, Atlas is the reason the right engineer was there — rota’d, routed and briefed before your bell went.
AIT Ordering
when a ticket ends in “this needs replacing”, Ordering picks up the thread: quote to purchase order to delivery tracking in one place, with a curated education catalogue and managed suppliers, so procurement is as visible as support.
Already included. Nothing to buy.
Helpdesk Reporting isn’t a product with a price list — it’s how we run IT support for schools. Every AIT-supported school and trust gets it from day one of their contract, with logins for the leaders, managers and technicians who need them.
- Already with AIT? Log in through the Customer Portal — if anyone at your school needs an account, call the service desk on 0115 9170 197.
- Considering us? Ask for a walkthrough with demo data as part of your conversation — it’s the fastest way to see how differently we run support. See why schools choose AIT or get in touch.
- Comparing providers? Take our Ticket Priorities page to your current provider and ask to see their equivalent, measured, in writing. It’s a short conversation either way.
Helpdesk Reporting — your questions answered
No. Helpdesk Reporting is included with every AIT support contract, alongside our other platforms, at no additional charge. We built it because schools should be able to see exactly what they’re getting from their IT provider — charging extra for transparency would rather defeat the object.
No — everything on this page is illustrative demo data, and that’s deliberate. We never publish any school’s real performance figures. Your school’s actual SLAs, KPIs and trends are visible only to your own authorised users, inside the Customer Portal.
Yes. Per-trust filters let trust leaders view the whole estate in aggregate or drill into any single school, with the same KPIs measured the same way across every site. It’s how the trusts we work with compare support performance between schools without asking anyone to compile anything.
Every ticket is measured against the response and resolution targets published on our Ticket Priorities page: first-response times, resolution times, SLA attainment by priority, ticket volumes by category and site, recurring issues, and trends across terms and academic years. Training insights adds analysis of “how do I…?” requests, so ticket history also feeds your staff development planning.
Very. The Technicians view gives in-house staff live queues, escalation status and unfiltered KPI data, so your team and our service desk work from one version of the truth. It’s a core part of how our third line support partnerships operate — we back your technician, and everyone can see the whole picture.
SEE IT FOR YOURSELF
Book a Helpdesk Reporting walkthrough
The quickest way to understand the difference is to see it. Book a no-obligation walkthrough with demo data and we’ll show you exactly what your leadership team, your trust and your technicians would see — and how it changes the conversation you have with your IT provider.
Call: 0115 9170 197 or use the form below.