Incidents and Requests

Did you know, we respond to over 5000 of your curriculum service requests each year?

Your ICT infrastructure is very large, complex and very much in demand!

As well as supporting your projects, initiatives and development requests, we also support all of your computer devices and peripherals, audio-visual equipment, your local area network including your internal Wi-Fi and switches; you also have multiple curriculum software applications running on multiple operating systems… and all of these resources are being used hundreds of times every day from just your site alone.

We appreciate how important these resources are to you and through the management of your ICT estate, our business continuity measures, central support solutions and peripatetic services, we do our very best to maintain 100% uptime for you.

How do I make a service request?

By having a clear understanding of your requirements we can efficiently allocate our service resources to provide you with a timely response to your service requests.

AssystNet

Self-service Portal

COMING SOON…

The most efficient way of making a service request is through our online, easy to use, self-service portal.

 

The portal provides a standard method for logging incidents and service requests so you can be assured that the right information is always collected and is directed straight to the people who can help you the most.

Benefits

  • 24/7 availability.
  • Online access from any school based device
  • Log, update and monitor the progress of your requests
  • Real-time updates and customer notifications
  • Reduces response and resolution times

Telephone

Support

Our dedicated telephone support service can be contacted during the following hours for more pressing technical support enquiries.

8:30 to 17:00 Monday to Thursday

8:30 to 16:30 Friday.

To improve customer response times and service efficiencies, please note that we periodically operate a Voice Mail service.

When voicemail is in operation, please feel free to leave us a message providing:

  • Your name
  • School or academy name
  • Details of your request.

Email

Support

You can also raise service requests via email to:

sis@gateshead.gov.uk

Please note that the mailbox is regularly monitored during normal office hours.