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HfL ICT Service Desk Customer Charter

Dear Colleague,

Here at the HfL ICT Service Desk, we pride ourselves on having a team who understands the nature of your business and the daily challenges you face. We are committed to continuously improving the service we deliver to you and understand that your needs may change during the time we support you.  This charter is designed to let you know what you should expect every time you contact us.

I hope you find it useful and if you do wish to make any suggestions of how we can improve our service further, please let me know.


Jenny Collins
ICT Service Desk Manager


Easy Access


tickTelephone - 01438 844777

tickOur multi-skilled first line team aim to answer your telephone call within 45 seconds.  On the rare occasion that all of our agents are busy, you will join a queuing system or you can opt to leave a voicemail.

tickEmail us at

Your email will automatically raise a ticket in our Incident Management system

tickICT Portal account holders can raise a ticket 24 hours a day, 352 days a year via our customer portal                            

tickOur comprehensive Knowledge Base is available to ICT Portal account holders.



tickWe put your needs at the heart of everything we do and our Service Level Agreement reflects this, ensuring priority is given to key functions impacting on Teaching & Learning

tickYou will be provided with regular updates on the progress of any enquiry that we have been unable to resolve immediately.

tickMost of our committed team of Service Desk professionals have worked in an educational environment and are constantly updating their knowledge in their areas of expertise so that they can give you the best advice.

tickYou will be treated with courtesy and understanding at all times and will not be made to feel silly, regardless of what your enquiry is about.

Continuous Improvement


tickWe continuously strive to improve our processes and we actively seek your feedback on our services to ensure they continue to meet your needs.

tick Monthly Service Desk performance statistics are published at


Service Level Agreement



Incident Priority Levels