The ICT service

Support During the Summer Holidays

The ICT Service Helpline will continue to be available throughout the Summer Holidays.
There will be some occasions when the team will be attending inset or team meetings, but if you leave a voicemail on 0300 300 0000 or email us at we will get back to you as soon as we can.
From all of us on The ICT Service Helpline, we hope that you have a good summer and that you find some time to relax, recharge your batteries, so you return refreshed to face the challenges the new year will inevitably bring.
Remote Working from Home
With the school holidays coming up soon, many of you will be wanting to work remotely from home.  Please ensure you have familiarised yourself with the Remote Access solution.
Download the Guidance notes.
Removing and Adding Accounts
We would like to stress the importance of maintaining accounts for staff leavers and new appointments.
Accounts that need investigating:
  • Active Directory Accounts - these allow users to log onto machines on the school network
  • Central Hosting/Email Accounts
  • SIMS/FMS Accounts
As soon as staff leave, their accounts should be deactivated/deleted.
Please note: if these leavers have folders or data that will be required by replacement staff, please make sure this data is moved or copied before the accounts are deactivated/deleted.
Do not deactivate or delete any generic account for Office, Head or Finance etc.
All schools should have people who can administer these accounts:
  • Technician/ICT Coordinator for Active Directory
  • Admin Tool Operator for Central Hosting/Email
  • SIMS Administrator for SIMS access
  • Finance Officer for FMS access
Don’t wait for new staff to arrive before setting up accounts; they will not become active until the new user logs on for the first time and selects their own passwords.
It is much safer and more efficient for schools to maintain their own accounts.  If, for some reason, this is not possible, The ICT Service Helpline can carry out these procedures; however, requests should be made in writing - email - giving specific details of the name, role and access requirements of the new user.
As schools can maintain their own accounts, at busy times these requests could be classed as lower priority cases for The ICT Service Helpline; we would therefore recommend that requests for new accounts should be submitted before or during the holidays whenever possible.
The following documents are available on the Learn Together Hub – they provide very useful guidance and checklists:

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what people say…

  • 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

  • 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

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

    Sue Scott, Alderman Payne Primary School

  • 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

  • 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

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

    Sarah Dodsworth, Wisbech St Mary 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

  • 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

  • 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 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

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

    Secondary School ICT Technician

  • 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

  • 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

  • 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 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

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

    Sue Bardell, LLDD Team, CCC

  • 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

  • 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

  • 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

latest tweet

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

    2 weeks

Tel:0300 300 0000