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.
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 firstname.lastname@example.org 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.
Logging a support request guidelines
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.