ICT Support & Guidence

Cardiff High School

ICT Support & Fault logging Guidance

At CHS we aim to provide the best support possible to all users of the schools ICT systems.

In order for us to help you as quickly as possible we politely request rather than emailing us directly or catching us on the corridor that you “log a call” this simply means emailing us on ithelpdesk@cardiffhigh.co.uk

If you notice a Virus Alert from Kaspersky Antivirus (Lower Right Side of the Screen), have any ICT Support Requests or wish to report any suspicious activity by a fellow member of staff or Student Please Report this immediately to the helpdesk with an urgent Flag So We can check what is going on.

Once the system receives and email to this address it will send you an auto generated reply with a ticket reference number such as #1234

You do not need to remember this number but for auditing purposes if we ever need to lookup a previous call you can give us this number to help us locate your request & correspondence

When you do this you are going to see a response to your request within 24 hours in most cases within 1-2 hours.

For Critical issues we will automatically re-prioritise our workload accordingly.

At times there will be a delay in replying to you as we are dealing with other issues and will reply as soon as we are able.

When logging a call please let us know as much information as you possibly can so we can diagnose the problem more effectively and quickly, include screen captures, Room information and your availability. We often find ourselves quieter towards the end of the day so if you prefer to see us face to face then please call by the ICT Support office.

Once a call is closed - Either because the issue is resolved, we have not had a response from you or you mark the issue as resolved you will receive an automated satisfaction rating. You do not have to give us a rating but if you do it helps us get a feel for how we are doing.

At present we have a satisfaction rating of 98% across the department this ranking is for the 2020-2021 based on 31% of staff ranking our response.

We also hold ICT Support Drop-in Sessions every other Thursday in the boardroom located in the conference suite from 3.15-4.15pm where you can call in and ask us for training or support with any issues you are facing.