The Helpdesk is the portal to all our services – the first point of contact for help and support.
Helpline and Support
Providing comprehensive support through knowledgeable staff at the end of telephone call, email or via the new Self Service Portal. The helpline and support service offers schools unlimited access to help during school time. The Unit’s telephone Helpline (01204 332034) is open from Monday – Friday, 8.00 am to 4.30 pm with voicemail facilities for out of hours enquiries. If an appropriate member of staff is not available, or for more complex queries, the Unit will either return the call or arrange a support visit to school.
If the problem or request is for the assigned onsite, this will be logged on the Unit’s Service Desk Management system for the onsite to action on their next visit.
The Unit can also accept support requests via email using contact@bolton365.net, if this is preferred.
Remote Support
In many cases fault resolution can be carried out via remote access. This speeds up response and remedy times.
Using the latest technologies and backed by data privacy agreements, the unit will utilise Remote Support on clients and servers as needed to keep the school running.
We will never access a client without explicit consent of the person using it.
Advice and Guidance
The Unit is more than a supplier of services. Being part of the Council, we have a duty to provide advice and guidance initially via email or telephone. Should more detailed support be required, three days onsite ICT consultancy support visits are included within the SLA to assist schools with any strategic ICT planning, advice or guidance. Additional visits will be charged at an appropriate rate.
Site visits must be booked in advance and are dependent on the availability of SICTU staff. Systems and Computer maintenance visits are unrestricted to schools that subscribe to these services.
Self Service Portal
During 2025, the Unit will be launching a new Self Service Portal, providing instant advice and support in many areas the unit covers. This new self service portal will not only provide an alternative to logging email by phone and email, but will also provide guides, videos and advice in areas important to schools.
