IT Help Desk

The IT help desk system allows you to search IT knowledge base articles, raise tickets, and for some schools chat to an AI bot.

Each school has its own customised portal for submitting requests, but all tickets are visible to the central IT team, allowing for better cross-team support and shared expertise.

Mill Hill-based schools (MHS, MHI, Grimsdell, Belmont) & Walker House: mhsf.freshdesk.com 

Cobham Hall: cobhamhall.freshdesk.com 

Lyonsdown: lyonsdown.freshdesk.com 

St Joseph’s in the Park: stjosephsinthepark.freshdesk.com 

Abbot’s Hill: abbotshill.freshdesk.com 

Keble: kebleprep.freshdesk.com 

Kingshott: kingshott.freshdesk.com

Getting Assistance

There are three ways to get assistance, either by using the AI-based Chat function, or by entering some basic information into a new ticket, or using the IT Helpdesk widget on Firefly home page. Note that tickets can no longer be raised by email as the volume of email requests is adversely affecting the IT response time. 

1. Starting a Chat

From the IT help desk home page, click the Chat button as highlighted below, you do not need to logon. The initial Chat will be automated, but a member of the IT support team may join the session as soon as they are available. If the Chat fails to solve your problem then you should raise a ticket.

When you click on the IT AI Assistant and Chat button, the initial chat pop-up windows appears (if you are presented with Don’t miss out on any replies! Allow push notifications? then click Yes.)

Simply submit your query and wait a few seconds for a reposnse.

You can type "transfer to an agent" to request that you talk with a member of the first-line support team if they are available in the nxt 

2. Raising a Basic Ticket

As an alternative to the chat, you can raise a basic ticket. From the IT help desk home page you must first click the Login link:

If you are presented with a logon screen, click on the customer Login link as highlighted below:

Once you have logged-in you will be able to click Submit a ticket

In Submit a ticket, there are a few mandatory fields (marked *) and an optional attachment button. Once complete click the Submit button.

3. Viewing and updating your tickets

You will receive a email notification that a ticket has been raised, you can reply to this email to add any further details. You can also login to the IT help desk to view and update your tickets. Once a ticket has been raised there is no point raising it again as it will simply create extra "noise" and add to the IT workload. You can update the existing ticket at any time.