Objective: to register and log into the IT Support website to submit tickets and authenticate for password reset requests
Registering for the first time
Step 1: Navigate to https://itsupport.tila.school or use the IT Helpdesk icon on your desktop.
Step 2: Click “Login” on the top menu.
Step 3: Click “Register” under the login button.
Step 4: Enter your email address and your name in the boxes, then click “Register”.
Step 5: An email will be sent to your account, click the link “Setup your password” to launch the Password Set page. Enter a password in both boxes and click “Login”.
Step 6: You are now signed into the helpdesk.
Logging onto the IT Support site
Step 1: Navigate to https://itsupport.tila.school or use the IT Helpdesk icon on your desktop.
Step 2: Click “Login” on the top menu.
Step 3: Enter your username (email) and password in the fields, then click “Login”.
Submitting a support ticket
Step 1: Once logged in (see above), click “Submit ticket” in the top bar
Step 2: Select your school or department from the dropdown menu
Step 3: Fill in all required details about your incident or request, including subject and room number where applicable. A detailed message with any error messages will allow us to start to troubleshoot your issue straightaway. You can attach screenshots using the “Attach file” button. Click “Send” to submit the ticket.
Step 4: Any response to your ticket will come through to your email account.
Submitting a Live Chat
Step 1: Once logged in (see above), click the Live Chat button at the bottom right of the screen (if available). This will connect you to a member of the IT team.
Step 2: Select your school or department, enter an initial message and click the arrow icon to start the chat.
Step 3: Once connected, your messages will be read and responded to a member of the IT team.
Note: Please only use the Live Chat if you require an urgent response and can reply. Chats with no activity will be closed automatically and a ticket will be created instead.
Note: Staff can use the Live Chat feature to request password resets for students only if they are logged into the support site. The Live Chat function is available for urgent responses without logging into the site, but as you are not authenticated, we can’t fulfil any password reset requests unless the staff member is logged into the site.