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What times can I call the Helpdesk?
How do I contact the Helpdesk?
Who can request support?
What information do I need to provide when requesting support?
What does it cost the school?
Can I get support while I'm not at school?
What type of support does the Helpdesk provide?
What products are supported?
What times can I call the Helpdesk?
The Helpdesk can be contacted Monday to Friday (except national public holidays), between the hours of 8:00am and 5:00pm.
How do I contact the Helpdesk?
You can call toll-free on 0800 CALLICT (0800 225542) or 09 356 3167.
Alternatively you can email the Helpdesk at callict@tki.org.nz
Who can request support?
The service is available to all teachers and administration staff working in New Zealand registered primary and secondary schools.
What information do I need to provide when requesting support?
You will be asked for the following;
- School ID number
- School name (confirmation)
- Your name
- Email address
- Phone number
- Product you are requesting support on
- Serial number/s of any hardware (if available)
- Description of your problem
What does it cost the school?
Telephone and email support are provided to the school at no charge. Any costs associated with onsite service requirements, consultation, purchases, parts etc are the responsibility of the school concerned.
Can I get support while I'm not at school?
If you are a teacher or administrative staff member and are using school supplied software and/or hardware you may use the helpdesk service.
What type of support does the Helpdesk provide?
The ICT Helpdesk will provide the following support services.
General fault determination
- The ICT Helpdesk will troubleshoot and resolve where possible, any suspected faults with installed products. Support for non-mainstream products (see FAQs for a list of supported products) may require additional investigation or referral to third party service providers.
- The ICT Helpdesk may redirect the caller to online help files, websites or alternative means of self help.
Installation assistance
The ICT Helpdesk will assist with the installation of products, provided they are being installed within the suppliers' guidelines and that supplier obligations have been previously met.
Usage
The ICT Helpdesk will provide guidance on the use of installed products. This may include, but is not limited to, referrals to web sites, training material or manuals.
Warranty claims and hardware faults
The ICT Helpdesk will troubleshoot any suspected warranty claims in line with the manufacturer's guidelines. Where an item is deemed to be faulty then the Helpdesk will log the request with the manufacturer on behalf of the school.
ICT policy advice
The ICT Helpdesk will provide access to Ministry of Education resources for requests relating to:
- the use of ICT in schools
- school administration
- ICT policy
- advice on the use of ICT products
What products are supported?
Support requests will be accepted for the following products. This list may change without notice.
Operating systems (first level)
- Windows 3.x/95/98/2000 Pro
- Windows NT Workstation 4.0
- Windows NT 4.0 Server
- Windows XP
Operating systems (second level)
- Novell Netware
- Linux
- Mac OS
- Acorn
Applications (first level)
- Microsoft Office (including Word, Excel, PowerPoint, Access and Outlook)
- Microsoft Works
- Microsoft Publisher
- Microsoft Frontpage
- Creative Writer
- Microsoft Internet Explorer
- Netscape Navigator
- Encarta
- Exchange/Proxy
- WinGate
Applications (second level)
- HyperStudio
- Kid Pix
- Claris Works
- Lotus Smart Suite
- Corel Word Perfect Suite
- Corel Draw
- Adobe Products
- Macromedia Products
- Visual Basic
- Magic School Bus
Hardware
- Desktop PCs and Laptops
- Apple Macs
- Servers
- Common peripherals (Printers, Scanners, Projectors)
- Network Devices (Routers, Hubs etc)
- ADSL (e.g., router configuration and network setup)
- Modems
Support for second level products may be on a best efforts basis dependant
on availability of the product for the ICT Helpdesk.
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