The ICT service

The Helpline

Service Desk Support

The challenge

For most schools, the smooth running of ICT is essential for teaching and learning, as well as management and administration. Investment in technology is high so it’s also important to ensure that the best possible use is made of it. ICT solutions are also complex, so periodic failures are inevitable however pro-active a school is in putting in place preventative measures. A high-quality Service Desk is essential, so that when things go wrong and when staff need help or guidance to make better use of technology, help is at hand. You can contact us by phone or email - we will give you the best advice available.

The solution

Our Helpline staff are highly experienced and provide a complete range of support for ICT. A key area of support for schools is their Management Information System and we are accredited to provide support for SIMS. We can also provide in-depth technical support and advice on networks, hosted and virtualised systems, telephony (including VoIP) and the use of ICT in the classroom. We also have a team of trainers and consultants for schools wanting more in-depth support.
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When callers need it, we make use of remote support tools that enable us to see your screen (with permission) to assist with diagnosing problems. Schools with enhanced support packages benefit from full fault-resolution and proactive monitoring including site visits where appropriate. All requests are logged and monitored using an industry-standard CRM (Customer Relationship Management) system.


How our service works

Our Service Desk (known as The Helpline) is staffed throughout the year from 8.00am to 5.00pm (4.30pm Fridays). Service Requests can be made using telephone or email. Our performance targets depend on the severity of the problem as indicated below:

SLA Targets Severity 1 Severity 2 Severity 3
1 Day 75%    
2 Days 100% 80%  
4 Days   90% 85%
7 Days   100% 95%
15 Days     100%

Our Customer Service team monitors feedback, suggestions, comments and any complaints from our customers to enable our Senior Management Team to deliver a strategy to support the on-going and growing needs of our schools. On closure of a case, you should receive an email containing a link to our online feedback form to enable you to provide feedback on how the case was handled.
The ICT Service aims to provide a high-quality service. However, sometimes things can go wrong. We have a complaints procedure that ensures any issue can be investigated thoroughly and dealt with quickly and fairly, with a detailed response provided to you. If we are wrong, we will apologise and offer redress. We will make every effort to ensure the issue does not recur. You can contact the Customer Service Team with any question or concern by calling 0300 300 0000 or by email to


Where? All schools in the Eastern Region.



Dependent on level of core support chosen

Customer Request/Incident

We invite our customers to use our online form to quickly let us know if you have a request or an incident to report.

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what people say…

  • We have used The ICT Service now for many years, and have the highest praise for all the departments we deal with (we couldn’t live without our ICT technician or the helpdesk!).

    Weatheralls Primary School

  • I have been in this job over 10 years and find the team a comfort at times of stress over jobs that have gone wrong. They are a credit to the service.

    Rebecca Mack, Business Manager, The Fields CC

  • Everyone I deal with on the Helpline is helpful and patient especially understanding the pressures we're under. It's lovely to know we have an efficient team available when needed.

    Lynn Hilling, The Vine Primary School

  • Emma always explains what you need to do very clearly and is extremely helpful - Thank you

    Sue Scott, Alderman Payne Primary School

  • The trainers was very happy to answer all questions so that we are able to use the system in the most effective way for our school

    Alison Rowbotham, The Weatheralls Primary School

  • Always helpful to guide me through the troubled waters of the Post 16 Census! I don't know how I would manage without them.

    Christine Bradshaw, St Ivo School

  • Thank you. The e-safety session was one of the best uses of time that I have had for a long while.

    E-Safety Course

  • Our Technician always goes the extra mile for us. He understands our school needs and limitations. He is considered to be one of our school team.

    Primary School Headteacher

  • I don't know what I would do without The ICT helpline. I have always found them to be friendly and supportive whenever I have called

    Primary School Secretary

  • Lorraine on The ICT Service Helpline was very patient and friendly and seemed genuinely pleased to be helping me.

    Sheena Marsh, Sawtry Infant School

  • I found the whole session incredibly useful. You gave us lots of useful resources to take back to school and even more to think about.

    E-Safety Course

  • I just wanted to let you know how happy we have been with a recent server installation at school. Great service and so prompt.

    Head, Abbots Ripton C of E Primary School

  • The Helpline are always great when I ring and try to sort the problem there and then at all times if possible. Great service.

    Paula Beeby, Coates Primary School

  • Very helpful, I like the way that The ICT Service can come on to the system remotely it saves so much time!

    Chris Cater, Cottenham Primary School

  • The course answered all my questions but went far beyond my expectations. Very good value for money. I also appreciate the handbook.

    Margaret Carpenter, Longsands Academy

  • I was given extremely clear and understandable instructions to help me find my way through difficulties.

    Sue Bardell, LLDD Team, CCC

  • All courses that I have attended are so helpful and are explained in terms that I can understand and I am not afraid to ask questions.

    Sarah Walker, Thorndown Primary School

  • I always find the technical team extremely helpful and knowledgeable and very patient with whatever question you ask!

    Emily Lewney, Bar Hill Community Primary School

  • ...really helplful during a very stressful time...

    Secondary School ICT Technician

  • I attended a truly fantastic course which has really opened my eyes to how I can use SIMS to support my data analysis.

    Yasmin Trace, Hatton Park Primary School

  • Really clear, easy to follow course with some great ideas.

    Sarah Dodsworth, Wisbech St Mary Primary School

latest tweet

  • Scheduled downtime is complete, all services are back online. For support, contact The ICT Service Helpline on 0300 300 0000 #ICTDowntime

    1 week

Tel:0300 300 0000