Support during normal business hours
The Business Support Helpdesk operates Monday to Thursday 8am to 6pm and from 8am to 4.30pm on the last working day of the week (excluding statutory holidays). Calls can be logged by phoning 0300 126 7333 or by emailing [email protected].
IT support outside business hours
Calls made to the Business Support Helpdesk outside normal service hours will be redirected to a voice mail service and you will be asked to leave a message. You will also need to give your user name, user ID and contact details.
If your message is left between 10am-6pm on a Saturday or Sunday (on-call support will be alerted) and will respond to you within two hours.
If your message is left outside these times (the call will be responded to the following morning) unless this is a statutory holiday.
On-call staff will:
- reset network passwords and unlock network accounts if the service is unavailable or locked. Please note that all County Council users will be expected to have registered to use the County Council password manager and to use this if they forget their password or lock their network account
- reset CCC BlackBerry passwords
- confirm whether or not the Remote Access System (Netilla) is available
- investigate whether business critical systems such as email, Capita One, Officebase, Swift are available and, if not, attempt to restore