Welcome to ICT Services
How to contact us

There are many ways to get in touch with ICT Services.

To raise an incident (when something is not working):

Email: schoolsict@coventry.gov.uk or call 024 7678 6620. Please always call for high priority issues, such as internet down.

If you have a problem with the Data Locker service please email datalockersupport@coventry.gov.uk

If you have a problem with the OnePlace website please email oneplacesupport@coventry.gov.uk

To Raise a Service Request (A request for something new):

Email: schoolsictrequest@coventry.gov.uk or call 024 7678 6620

Our Services are available Monday - Thursday 8am to 5pm and Friday 8am to 4.30pm. You can still raise tickets using the email addresses above outside of these hours, but they will only be actioned once the offce reopens.

Other ways to contact ICT Services

If you are contacting a member of ICT Staff directly regarding an existing incident or service request please have your IR or SR number ready to help us to help you quicker.

For SIMS Course Bookings, view our brochure and visit our website at https://bookwhen.com/coventryict

To access our online Training site for schools click here 

For all other enquiries email schoolsictreply@coventry.gov.uk

Compliments and Complaints

ICT Services welcome compliments and complaints on our services.
 
If you have received particularly excellent service and would like to comment please do so by emailing one of our Service Delivery Managers at sdm@coventry.gov.uk 

Escalation Procedure

If something has gone wrong, please let us know by following the following procedure.
 
  1. Telephone the service desk on 024 7678 6620 with your IR number to hand and ask to be connected to the team leader who is responsible for your issue.
  2. If the team leader has been unable to solve your problem they should direct you to a Service Delivery Manager – an SDM can be contacted by emailing sdm@coventry.gov.uk or by telephone to the service desk on 024 7678 6620.
  3. If the team lead and SDM have been unable to address your concerns please contact Paul Ward the head of ICT by email to paul.ward@coventry.gov.uk or by telephone through the ICT Service Desk on 024 7678 6620.
Should you wish to make a formal complaint about our service, please do this in writing to paul.ward@coventry.gov.uk or by letter to Paul Ward, ICT & Digital, Coventry City Council, PO Box 15, Council House, Coventry, CV1 5RR.
 
We aim to acknowledge your complaint within 3 working days and aim to send a final response within 10 working days. If we are unable to meet these standards we will write to you to let you know when we will respond.