Service Desk

The Melbourne Archdiocese Catholic Schools (MACS) IT Service Desk is the first point of contact for technical and functional requests and issues. The team delivers support to MACS and Victorian Catholic Diocesan schools via phone, email and remote support.

Services

The IT Service Desk and the eAdmin Support Team provide first point of contact, technical and functional support, for schools using the ICON applications.
The following services are provided:

Network Configuration Change Requests (NCCR)
CEVN Application
Remote Access
OPL
ROSAE
OSR & PRS
ePortal
Mid-year and end-of-year student rollover
ICON User Access Requests

ICON User Access Request Form

MACS SS User Access Request Form - Primary.

Non MAC SS User Access Request Form - Primary.

Secondary User Access Request form.
Please use the User Access Request form to request a user's role to be created, updated, or removed in eHR, eFIN and/or eSIS.
Download the document and open it in Adobe Reader. (*Refer to the User Access Request approval policy below).

ICON Approval Policy for User Access Requests:

*Please note approval for user access requests will only be actioned if provided by the school staff listed below:

Authority for User Access Requests (Primary) is the Principal or Acting Principal.
Authority for User Access Requests (Secondary) is the Principal, Acting Principal, or Business Manager.
In circumstances where the above are unavailable delegated authority will lie with the Regional General Manager* (*MACS Offices).

HEAT School Dashboard - ICON Schools

HEAT School Dashboard is a web-based application that enables nominated staff at ICON schools to view all the service requests submitted by their school to the Service Desk. The development of the HEAT School Dashboard provides transparency between ICON schools and the ICON support teams.

Heat School Dashboard - support

The Heat School Dashboard User Guide provides school leaders with an overview of the Heat School Dashboard. The guide includes instructions for logging into the Heat School Dashboard as well as information for those users who have difficulty logging into the dashboard.

Instructions for new users to gain access to the dashboard are also included.

Request access to Heat School Dashboard.

Additional Resources

Refer to the relevant pages on this website or ICON Support Documentation for additional information, guides and resources.

Outage Notifications

Subscribe to the CECV Word Press for up-to-date alerts on service status’ and outage information.

Contacts

See the Contact page for details and operating hours.

For support, school staff can contact the service desk any time via email at ictsupport@macs.vic.edu.au or via phone 03 9267 0422 between 8.00am–5.30 pm.

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