General IT Support
Our IT Support is provided by Entrust:
The service desk is open Monday to Friday.
Our opening hours are:
08:00 – 17:00 Monday - Thursday
08:00 – 16:15 Friday
PRIORITY 1 - URGENT AND CRITICAL:
If your issue is critical (i.e. a school wide issue) and needs immediate attention then please call:
Telephone: 0333 300 1900
These issues would normally be classed as Priority 1 and should be resolved within 8 working hours.
PRIORITY 2 - URGENT BUT NON-CRITICAL:
If your issue is urgent (i.e. it cannot wait until a technician is on site in cases such as the internet not working but only on an isolated machine or an interactive board is not working in an individual classroom) but not critical then please email:
These issues would normally be classed as Priority 4 and should be resolved within 4 working days.
PRIORITY 3 - NON URGENT:
If any issues require on site technical support, please log these via our INTERNAL IT SUPPORT FORM on the link below.
These issues would normally be classed as Priority 6 and should be resolved within 20 working days.
NB: The Entrust User Portal is only accessible by the HT and can be used to check on the status of jobs.
SIMS IT Support
Our SIMS IT Support is provided by SIPs. If your issue is specifically related to SIMS then you should contact SIPs at:
Tel: 0121 296 3000
Finally, please remember to follow any instructions given BEFORE you seek help. If that doesn't work you can check with colleagues to try and resolve the issue too. The SBM & HT can, for example, reset pupil and staff passwords.
When you log a job, please be patient! Do not log the job multiple times and please ensure you reply to any communication from the technical support teams.