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How to Contact ICT Support

Before requesting help from the ICT Team, please ensure you’ve thoroughly searched through this Knowledge Base. This Knowledge Base is intended to be a self-service portal, where staff, students and parents can get answers to common questions.

ICT Helpdesk

The ICT Team uses the Helpdesk to track, and prioritise tasks, changes and faults. To request help from the ICT team simply send an email to helpdesk@mesc.vic.edu.au and one of us will get back to you shortly.

Alternatively, you can click Get support on to the right of this Knowledge Base to log a job through the support portal webpage.

Duplicate tickets
Once you have logged a job and it has been received by our helpdesk you should receive an automated reply to your email containing a ticket number. When responding about a particular ticket, please do so by replying to that email; sending a new email, even with the same subject line, will generate a duplicate ticket in the system. This means the ICT team has to migrate information from one ticket to another; a manual process that sometimes means things get lost.

Logging a support request guidelines

Please log a job from an email address known to the school. Students and staff should use their MESC email addresses while parents should use the email account listed in Compass. We may not be able to provide detailed support to unknown email addresses due to privacy concerns.

When logging a fault we need at least one of the following:

  • Screenshot depicting the error
  • Error message
  • Context – what steps did you take to encounter this problem
  • The URL of the website (if applicable)
  • Time or date of event
  • Location (e.g. if the issue is only occurring in a certain location)

The more information, the better!  There may be times when we need to escalate the issue with a 3rd party and if we don’t have enough detail to pass on, the issue cannot be resolved.

Have we missed something?
If there’s a topic, question, or other piece of documentation that you feel should be in our Knowledge Base, then please let the ICT Team know through the ICT Helpdesk.

Updated on June 11, 2020

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