ICT Support @ TC for COVID-19 / Term 2


I.T Services will operate throughout Term 2 and for the continued COVID-19 period. However some adjustments have been made to the way in which we provide our support services to TC community. This article outlines the changes that all users need to be aware of.

Students, Parents & Staff ICT General Support Advice

  • Students, Families and Staff should still request I.T support via the normal channels e.g. Log a Service request online, send an email in to the Service Desk or phone us on (03) 9851 4620. We will still be working normal business hours during the school term.
  • Where-ever possible support will be provided using remote access technologies such as via Microsoft Teams or using Quick Assist (app on your Windows 10 PC).
  • Our I.T Services staff will be available to respond during business/school hours. Please do not expect replies or responses to chat or calls outside normal business hours. Please remember you are more than welcome to log support requests at any time of the day/night though our online options.

Remote Support Process

  • After contacting I.T Services with your problem or issue, we will ask you to organise a suitable time with one of our technician's. This will automatically setup a Microsoft Teams meeting and email you an invite link to join us in the support call. This way we can perform remote screen sharing and work with you on the problem remotely.
  • If problems cannot be resolved after attempting a remote support session, the option to visit us on-site will be provided/suggested. 

On-Site Support Process

  • Due to the COVID-19 situation, we want to limit the on-site interactions as much as physically possible. To do this we have setup an online booking page that allows you to book a time to visit us on-site at school. This ensures that your time on-site receieving support is spaced out between others who might be visiting.
  • We can still facilitate a working space on-site at school for warranty repairs or servicing from vendor support technicians. Please follow above process to log a request and book a time to drop of the computer with us.

Rental of Computers or Mobile LTE/4G Dongles

  • Students and Staff should be assured that we have computers available to be borrowed and used at home for cases where your primary device is not working at all or is in for repair. Ideally after booking an on-site visit with our team to drop off your primary device, we will offer a replacement computer to rent from school until your computer is back up and working.
  • Mobile Internet / 4G Dongles are available on a limited case-by-case basis to students and staff experiencing on-going internet access issues at home. Please log a support request outlining your current situation and we will assess this and organise a time to have you visit on-site to collect an available dongle.