Classroom365’s ICT helpdesk provides rapid ICT technical support for multi-academy trusts, academies and individual schools. If you need immediate assistance, our service desk can be contacted in the following ways:
- Raise a support ticket through our online portal.
- Email support@classroom365.co.uk to automatically create a ticket for our team.
- Call 020 7952 5308 (tap to call on mobile) and we will log a ticket on your behalf.
Helpdesk support is available from 08:30 to 17:00, Monday to Friday, for schools with a current ICT service level agreement. Emergency technical support is also available for non-SLA schools.
Urgent out-of-hours support requests will be prioritised and actioned at the start of the next working day.
Classroom365 ICT Helpdesk and Ticketing Support
Classroom365’s ICT service desk is designed to be simple, reliable and easy for schools to use, giving staff a clear way to raise technical issues and service requests. The quickest way to do this is through our IT ticketing portal. Schools with a current service level agreement can also view supplier updates, such as broadband status, on our dedicated client page.
Our online support portal allows schools to:
- Raise technical support tickets for classroom hardware faults, user account requests and general ICT issues.
- Request account changes and new users for cloud platforms such as Google Workspace and Microsoft 365.
- Track the progress of existing tickets with regular updates from our team.
- Use guest access to log a ticket without a pre-configured user ID (a login is only needed to track progress).
- Access our growing knowledge base for previously resolved issues and support guidance.
If you have any questions about our ICT helpdesk service or would like more information, please complete the contact form, and we will get back to you promptly.
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Support Tickets and Priority Levels
To help schools receive the right response at the right time, Classroom365 categorises ICT helpdesk tickets by priority level. This ensures urgent issues are dealt with quickly while routine requests are scheduled and managed efficiently.
High Priority
High-priority tickets include server, network and broadband outages, as well as any issue that causes significant disruption to teaching, learning or school operations. Our response time for high-priority issues is 30 minutes or less.
For urgent incidents, we recommend calling the helpdesk immediately so we can take action as quickly as possible. If an Ofsted inspection is announced, we can also reallocate onsite technical support where needed.
Medium Priority
A medium-priority ticket is typically an issue that affects a user or classroom but has a temporary workaround. For example, a teacher’s classroom laptop may stop working, but a temporary replacement device can be provided until the next scheduled onsite support visit.
Low Priority
Low-priority tickets are usually routine support tasks that can be planned or completed remotely. For example, Classroom365 can easily deploy apps to school iPads and Chromebooks using mobile device management (MDM), often without disrupting teaching.
An Effective ICT Service Desk for Schools
An effective service desk is essential for schools and MATs, helping staff raise issues quickly, track progress and reduce disruption to teaching and administration. Classroom365’s ICT service desk is designed specifically for education and includes:
A simple self-service portal
Easy to use, with no pre-configured login required for basic ticket logging. Guest access allows supply teachers and temporary staff to raise technical faults quickly.
A practical knowledge base
Access to guidance for common technical issues, helping school ICT coordinators and staff resolve straightforward problems using clear step-by-step instructions.
Qualified and knowledgeable support staff
Support from qualified, experienced ICT consultants with strong technical expertise and a focus on responsive customer service.
Ticket tracking and progress updates
Clear visibility of technical issues, actions and status updates through the service desk.
Termly reporting for schools and MATs
Reports can be produced quickly to highlight recurring issues, failing equipment and service trends, supporting both school leadership and internal review meetings.
Our ICT service desk is included in all Classroom365 service level agreements. If you would like to learn more, please get in touch.
For schools and colleges, the DfE IT support standard highlights the importance of reliable, secure IT support and clear processes for recording and tracking support requests.
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.