Help Desk
Tech Support for Students
Silkwood offer a dedicated ICT help desk to assist staff and students with tech issues helping them to get back to learning ASAP. Students are encouraged to troubleshoot their issues first and if the problem still persists then log an IT job. Jobs will be allocated to a team member to assist further. If you are a Student and need help troubleshooting please follow the "STUDENTS" steps, and if you are a Parent and need help troubleshooting please follow the "PARENTS" steps
STUDENTS
1. Check Knowledgebase
The IT team have created a comprehensive knowledge base containing instructions and guides for common issues / tasks. Students are encouraged to have a look here first as they may be able to resolve their issue themselves.
2. Ask a Peer or Teacher
If the student couldn't find an answer on the knowledge base the next step is to ask a fellow peer or their teacher at a convenient time.
3. Log an IT Job
If students are still having issues and couldn't yet self resolve the problem then the next step is to log an IT job so one of the IT team members can assist. This is done through our log a job system.
PARENTS
1. Home Internet Connection
Are you are having issues connecting to the internet at home? If so, please conatct your Internet Service Provider (ISP).
2. Home Learning Program
Is this a question about how to use one of the home learning programs, such as SeeSaw, Ignite or Math Pathways?
3. Log an IT Job
If you are still having issues and couldn't yet resolve the problem by following the previous steps, then the next step is to log an IT job. One of the IT team members will then assist.