Helpdesk

All teachers and administrators in New Zealand registered schools can use the Ministry’s ICT Helpdesk. It also supports users of Managed Learning Environments (MLEs) — Student Management System (SMS), Learning Management System (LMS), and Student Transfer System (SRT).

Contact the IT helpdesk

Phone: 0800 CALLICT (0800 225 542) or 09 356 3167

Email: callict@tki.org.nz

7am to 7pm weekdays, except public holidays.

The cost for Helpdesk services

Phone and email support are free.

What we’ll ask you for when you call

  • School ID number and name.
  • Your name and email address.
  • A phone number.
  • The product you need help with.
  • The serial numbers of any relevant hardware, if possible.

What we cover

General troubleshooting

We'll troubleshoot and try to resolve suspected faults. If the product isn’t mainstream we may need to investigate further. We may refer you to self-help like online help files or websites.

Installation

We'll help you install products, as long as you're following the suppliers' guidelines, and you have in the past.

User guidance

We can guide you on using installed products. We may refer you to resources like websites, training material and manuals.

Warranty claims and hardware faults

We'll troubleshoot any suspected warranty claims in line with the manufacturer's guidelines.

The Ministry’s ICT policies

We can provide Ministry policies on:

  • the use of ICT in schools
  • school administration
  • ICT policy
  • advice on the use of ICT products.

Support for users of Managed Learning Environments  SMS, LMS, and SRT

Help covers all software and hardware that the Ministry provides to schools, and

  • SMS  Student Management System
  • LMS  Learning Management System
  • SRT  Student Transfer System.

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