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Service Desk

ICT Services main function is to provide support for school systems and equipment, and the Service Desk facility provides a single contact point offering professional advice for all ICT services. 

Our Service Desk service is available on a contractual or pay as you go basis.  It should be noted that prioritisation is given to schools who have contracts with us.

Please see below for the Service Desk opening hours.

 

What Schools Can Expect

Service Desk Opening Hours

 

 

MIS

Technical

Connectivity

Opening Hours:

Monday

8:30am to 5:00pm

8:30am to 5:00pm

8:00am to 6:00pm

Tuesday

8:30am to 5:00pm

8:30am to 5:00pm

8:00am to 6:00pm

Wednesday

8:30am to 5:00pm

8:30am to 5:00pm

8:00am to 6:00pm

Thursday

8:30am to 3:00pm

9:30am to 5:00pm

8:00am to 6:00pm

Friday

8:30am to 4:00pm

8:30am to 4:00pm

8:00am to 4:00pm

Staffing (term time):

 

3 x 1st Line Analysts,
2 x MIS Consultants + 2 x Secondary MIS Specialists

3 x 1st Line Analysts +
5 x 2nd Line Technical Consultants + 1 x 3rd Line Technical Consultant

3 x 1st Line Analysts

Staffing (holidays):

 

1 x 1st Line Analyst +
2 MIS Consultants

2 x 1st Line Analysts + 2
x Technical Consultants

3 x 1st Line Analysts

 

  • The Technical Team meet on Thursday mornings between 8:30 and 9:30 therefore technical cases will not be responded to during this time.
  • The MIS Team meet on Thursday afternoons between 15:00 and 17:00 therefore MIS cases will not be responded to during this time.
  • The Service Desk will close for a half day each term for the purpose of whole team training.  Prior notice will be given to customers via the School’s weekly bulletin.

 

 

ICT Services Telephone Options

If you are contacting us regarding an existing case, please remember to:
quote the ICT Services Case Reference number when speaking to us or leaving a message.

Telephone: 01438 844777

Option 1

Option 2

Option 3

Select this option to speak to ICT Services Service Desk.

Select this option to be transferred to the SERCO Service Desk.

Select this option to speak to the ICT Services Administration Team

  • Select 1 again for support with anything concerning Management Information Systems including SIMS, Dinner Money, Statutory Returns, eStart and iLearn or email help@sd.hertsforlearning.co.uk
  • Select 2 if you would like help or advice regarding internet connectivity or email help@sd.hertsforlearning.co.uk
  • Select 3 for Network and Technical advice including hardware issues, the purchase of new equipment, and anti-virus support or email help@sd.hertsforlearning.co.uk
  • Select 4 for support with Learning and Teaching (including eSafety) or email ictcurriculum@hertscc.gov.uk
  • Select 5 for enquiries about Web Design or email help@sd.hertsforlearning.co.uk
  • Select 1 for SAP, Milk Monitoring, Schools Online Reporting or Remote Timesheet Entry or email sap.support@hertscc.gov.uk
  • Select 2 for telephony support
  • Select 1 for support with contracts, orders or invoicing or email help@sd.hertsforlearning.co.uk
  • Select 2 for enquiries regarding contracted Technicians visits or email help@sd.hertsforlearning.co.uk
  • Select 3 for information about SITSS courses or any general enquiries or email sitss.courses@lea.herts.sch.uk

 

ICT Services Desk Online

 

 

Benefits include:

  • Access via a secure web browser from any computer within the Hertfordshire Grid for Learning
  • Log new cases and check for existing case updates at any time
  • Receive email notifications of progress
  • Ensure that details of the enquiry are recorded without the need to relay detailed information/error messages over the telephone

To apply for an account please download the form below, complete and return to ICT Services .

 

Service Desk Online User Guide