Classroom365’s ICT helpdesk provides rapid technical ICT support for multi-academy trusts, academies and individual schools. If you have an immediate support issue, then our ICT help desk team can be contacted in the following ways:
- Raising a technical support ticket with our online helpdesk portal.
- Emailing support@classroom365.co.uk will automatically create an IT ticket that can be actioned by our team.
- Telephoning our office on 02079525308, and we will create a ticket for you.
Our ICT helpdesk support is available between 08:30 a.m. and 05:00 p.m. Monday through Friday for schools with a current ICT service level agreement. Emergency ICT support is available for non-SLA schools. We are only too happy to help.
Any urgent out-of-hours IT support requests will be dealt with immediately the next working day.
Classroom365’s ICT Helpdesk Support
Classroom365’s ICT helpdesk support is simple and reliable, giving schools an effective way to raise technical support faults and requests. The best way to do this is to use our IT ticketing portal. Status updates for third-party suppliers, such as broadband status, can also be found on our dedicated client page for schools with an existing service level agreement.
Our online tech support portal provides the following helpdesk services:
- Log an IT service request from a classroom-based ICT hardware request or fault to create network logins or a new user in Google Workspace for new staff or students.
- Check the progress of existing ICT helpdesk tickets. We update them regularly. You do not need a user ID to log a ticket, but you will be asked to create one if you want to log your ticket’s progress.
- Access our expanding helpdesk knowledge base for solutions that have been completed previously.
If you have any questions regarding our ICT helpdesk service for schools or require further information, please complete the contact form, and we will contact you promptly.
ICT Helpdesk - Find Out More
School’s Helpdesk Support Tickets – Levels of Priority
School’s ICT helpdesk tickets are categorised with a level of priority:
High priority:
Server, network, and broadband outages are included. Our response time will be within 30 minutes. In emergencies, it is recommended that you call us immediately so we can take action promptly. If an Ofsted inspection is announced, we can reallocate technical on-site support. We understand the stress this creates and will ensure your network is running optimally!
Medium priority:
An example of a medium-severity helpdesk ticket would be a teacher’s classroom laptop that is not working but can be replaced with a temporary laptop until the scheduled onsite support arrives.
Low priority:
Classroom365 can easily deploy apps to school iPads and Chromebooks via mobile device management. Such tasks can often be completed remotely and are a good example of a low-priority ICT helpdesk ticket.
An Effective ICT Help Desk Team is Essential for the Education Sector
Classroom365’s ICT Helpdesk ticks the boxes for providing an effective ticketing system for schools:
- It’s a simple and easy-to-use self-service portal. No pre-configured login is required, which allows guest access, so supply teachers or temporary staff can quickly raise a technical fault.
- A knowledge base for technical issues that arise often. The school’s ICT coordinator can investigate these following the simple instructions included.
- Qualified and experienced staff with excellent ICT customer service.
- Technical issue tracking and progress reporting.
- Termly reports can be quickly produced for schools. This is useful for both our senior management team and your school. They will show problem areas for failing equipment and provide information about our technical support and service quality.
Our IT helpdesk for schools is included with all our technical support service level agreements. If you would like to learn more, please get in touch.
Mark Friend, BSc (Hons), is a Company Director at Classroom365 and has worked in technology for nearly 30 years. His IT career started with Rothschild Bank in Sydney, Australia, before working as a Global VPN Project Manager for the British Council. Mark has 20 years of experience in the UK education sector, helping schools integrate the latest tech into their curriculum and ICT vision.