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 What We Do

Help Desk - 01609 536086

The Schools ICT Help Desk is the first point of contact for all enquiries, requests for support or general information. Their role is to identify the problem, find an answer and implement the solution.

Open every weekday throughout the year, excluding public holidays our agents can be contacted by phone, email or online service request. Email and web request will be actioned on the next working day.

No limits are placed on the frequency or volume of requests for assistance that can be made.

Our Help Desk agents are industry trained and experienced in the education sector and will always attempt to resolve problems at first contact

Agents can help with a wide range of issues.  

  • Password resets
  • Smoothwall permissions
  • Equipment Fault Reporting
  • Email problems

The Help Desk acts as a focal point for the customer during the course of the incident.   Typically the agents will:

  • receive, log and progress Incidents and enquiries through the incident monitoring system
  • co-ordinate the investigation 
  • manage the solution to the agreed service levels
  • analyse Incidents and identify incident trends
  • provide regular progress reports to the customer throughout the life of the incident

Remote Access

Where appropriate, and only with the customer’s authority, our agents can quickly take control of school systems to diagnose faults and provide guidance for users. Our ability to resolve a high proportion of reported faults using this technology means that downtime is kept to a minimum, and by saving on travelling and other costs associated with traditional on-site support, we are able to make savings in operational efficiency that enables us to keep our costs low. Savings that we pass back to our customers.

Rapid Response Team

Of course, not every fault can be resolved in this way and some faults just have to be diagnosed and resolved at the school. This is when our team of dedicated field engineers step in. Highly qualified and experienced, they are able to quickly diagnose and resolve problems while having the minimum impact on the normal operation of your school.

Advice and Guidance

We can do much more than simply fix things when they break. Our close relationship with colleagues in the Quality and Improvement Team, and with other colleagues in the LA and wider County Council, means that we are uniquely placed to be able to work with you to develop your ICT strategy.

We have a range of specialists, covering a wide spectrum of expertise that customers may call on. So, if you have some ideas on how you want your ICT to develop and feel we could help, call our Help Desk and we will be happy to help.

Total peace of mind with our annual Service Level Agreements (SLAs)

Schools ICT will help look after your computers, software packages and vital technical equipment.  Our annual SLAs are designed to give complete peace of mind to help you get the best from your ICT investment.  For complete coverage schools opt for all support packages:

Click on the links to find out more about each product or if you would like and informal discussion around you particular needs call 01609 536086. 

For North Yorkshire schools your Smart Solutions Relationship Manager will also be able to provide more information.  

We aim to continually improve our service by ensuring we offer the best value for money to all our schools. We have simplified our annual support contract making it easier to understand the benefits and options.  Full details for the SLA options and prices can be found online at 

Service Review

Are you getting the best support for your school?

Do you have the right SLA in place?

Not sure which SLA to choose?

We offer a free service review with our senior account manager who will work with you to understand how best to support you and your school and pick the right level of support.

For more information on any of our support options, or to arrange an informal discussion around your particular needs, please contact our Customer Account Manager Tony Lyons

Accessibility statement for

This website is run by Schools ICT. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability

How accessible this website is

We know some parts of this website aren’t fully accessible:

  • ### List any issues people should be aware of

What to do if you can’t access parts of this website

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille [please use our Contact Form]

We will consider your request and get back to you in asap.

If you can’t view the map on our ‘contact us’ page, call or email us please use our Contact Form for directions.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems that aren’t listed on this page or think we’re not meeting accessibility requirements [Please use our Contact Form]

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

We provide a text relay service for people who are D/deaf, hearing impaired or have a speech impediment.

Our offices have audio induction loops, or if you contact us before your visit we can arrange a British Sign Language (BSL) interpreter.

Find out how please use our Contact Form

Technical information about this website’s accessibility

Schools ICT is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

Non accessible content

The content listed below is non-accessible for the following reasons :

Non compliance with the accessibility regulations

### Problems

### What are we doing ?

Disproportionate burden



Content that’s not within the scope of the accessibility regulations

PDFs and other documents

Many of our older PDFs and Word documents don’t meet accessibility standards - for example, they may not be structured so they’re accessible to a screen reader. This doesn’t meet WCAG 2.1 success criterion 4.1.2 (name, role value).

Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on how users can access our services, and forms published as Word documents. By September 2020, we plan to either fix these or replace them with accessible HTML pages.

The accessibility regulations don’t require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. For example, we don’t plan to fix [example of non-essential document].

Any new PDFs or Word documents we publish will meet accessibility standards.

Live video

Live video streams don’t have captions. This doesn’t meet WCAG 2.1 success criterion 1.2.4 (captions - live).

We don’t plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.

How we tested this website

This website was last tested on 19 December 2019. The test was carried out by

We used this approach to deciding on a sample of pages to test :

  • We tested the homepage of the site as this is feature rich and allowed us to test the core template for issues.
  • We tested all pages where we use 3rd party plugins and contact forms
  • Random selection of pages created by the website content editors

What we’re doing to improve accessibility

This statement was prepared on [date when it was first published]. It was last updated on [date].

Translation Statement

Popular web browsers include the option to translate web pages by default when they detect that the website language is different to the language installed on the computer, tablet or smartphone. When browsers do not offer to automatically translate, plug-ins are often available to help you do this.

Schools ICT are pleased to write to you to inform you of the progress that has been made to upgrade the internet services provided to North Yorkshire Schools. We received the green light to commence these projects in May 2011 with a sharp deadline of November when the current internet service provider’s contract would end. I’m sure, as you can imagine, this project is a massive under taking. It has been a very tight time schedule exacerbated by the holidays making it difficult to gain access to school property. We know this has brought about disruption to your schedules and given you extra work. We would like to thank you for your kind co-operation without which we could never have hoped to meet such a tight deadline.


Why Choose Schools ICT

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Hosting and Backup

Ofsted-ready Websites

Mobile and Tablet Responsive Design

Search Engine Friendly

Phone and Email Support

We run server backups daily, and mitigate any data loss risks by backing up both locally to the server for fast recovery, as well as to two geographically separate locations, so your data is safe even in the event of a catastrophic failure. As part of our project plan when building your website, we will perform a variety of checks and make recommendations on how to improve based on our years of experience building school websites and thorough knowledge of Ofsted regulations and Local Education Authority requirements. All of our sites are built to be responsive, and tested against multiple screen sizes during the design phase of your project, ensuring your site looks its best across all platforms and remains easy to use on various screen sizes, tablets and smartphones. We build your site with search engine rankings in mind, building your site to conform to standards that search engines approve of, ensuring your website is easily searchable via Google and others. We offer phone and email support for all of our clients, giving you total peace of mind that we are here even after your site is up and running, to help if you have any problems.
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Domain Registrars and SSL Certificates

Modern, user friendly Content Management Systems

The best level of security

Modern server cloud technology


We are registrars with both Nominet and 1and1. Nominet are the main register of .uk domain names. This means that Schools and customers can easily register new domain names through us, at greatly reduced rates. We can also purchase SSL certificates on your behalf for your domain, giving visitors to your site that you are genuine. We build sites using WordPress and Joomla, chosen because of their good reputation, ease of use, and popularity for sites across the web. This ensures you are provided with a product that is cutting edge, looks good, and is quick and easy to update. Hardware level – our servers are monitored 24 hours a day by highly qualified specialists, and reside within steel reinforced, air conditioned rooms to provide safety from natural threats. Our servers also have multiple redundancy connections
Software level - We use Firewalls, Intrusion Detection, malware hunters, Software upgrade and patching toolkits to check our systems meaning our servers have overall the best possible defences against threats.
We operate UK-based cloud servers utilising the very latest in cloud technology, helping to keep your website running smoothly. We have over 40 years’ combined experience developing websites and working in the IT industry, and stay at the cutting edge of technology advancements, to ensure our services are always ahead of the game.

Schools ICT helps to deliver and support the use of Microsoft’s Office 365 e-mail solution, Outlook, to schools in North Yorkshire. As part of Office 365, schools get a highly reliable and fully featured e-mail and calendaring system. Schools can either use Outlook on the web, by logging into Office 365 with their web browser, or they can use the desktop Outlook e-mail client, or the Outlook mobile app, available as part of the Microsoft Office suite of products.
By using Outlook as part of Office 365 with Schools ICT, schools get:

  • Anytime, anywhere access to e-mail.
  • E-mail addresses for all members of staff and all pupils, if so desired.
  • Personal and shared calendars
  • Secure e-mail (requires additional setup by Schools ICT)
  • Unlimited e-mail archiving (requires additional setup by Schools ICT)
  • Office 365's built in protection from spam and malicious software
  • Telephone and Remote support

Schools ICT has been supporting Office 365 since it was first released by Microsoft. We have years of experience helping schools of all shapes and sizes to make the most of Office 365.

If you'd like to find out more about Schools ICT's e-mail offering as part of Office 365 then please get in touch via our contact page