FirstPoint
Please use FirstPoint as your first point of contact for IT. You can use Firstpoint to:
- report a fault
- request a service
- order new equipment or software
- see real time progress on your tickets
- view the status of any current major incidents
There is a guide to how to use FirstPoint on the FirstPoint homepage.
Always include your phone number when you email the service desk.
We strongly recommend that you use FirstPoint instead of email to contact the Service Desk.
If you would like an update on an issue or request, reply to the automated response email you would have received when you logged the issue or request.
If an issue or request is closed and you still have a problem, reply to the ticket closed email and it will be reopened.
You can use the service desk email to forward suspicious emails (e.g. suspected virus or fraud). The Service Desk email address is servicedesk@barnardos.org.uk.
The Service Desk aim to respond to your email in a maximum of 5 working days. If it is an emergency, contact by phone.
Phone
If you've got an urgent issue or query and no access to the internet, contact us on 0330 222 0199.
Our busiest times are from 8.30am to 10.30am.
If you have a standard request, use FirstPoint in the first instance.
If you've forgotten your password or your account is locked, you can reset your password or unlock an account yourself.
How busy is the service desk now?
To view current wait times for the service desk by phone, see the live feed. This will show you:
- the number of agents who are working: Logged in Agents
- how many agents are not on a call and available immediately: Available Agents
- how many other people are queuing: Calls Waiting
- how long the estimated wait is against the call tree options: Average wait
The first column in green text shows the options you press when you call the service desk helpline.
Opening hours
7am to 7pm Monday to Friday excluding English Bank Holidays*.
*Before 9am and after 5pm we operate at a lower capacity than during peak business times.
FirstPoint
Please use FirstPoint as your first point of contact for IT. You can use Firstpoint to:
- report a fault
- request a service
- order new equipment or software
- see real time progress on your tickets
- view the status of any current major incidents
There is a guide to how to use FirstPoint on the FirstPoint homepage.
Always include your phone number when you email the service desk.
We strongly recommend that you use FirstPoint instead of email to contact the Service Desk.
If you would like an update on an issue or request, reply to the automated response email you would have received when you logged the issue or request.
If an issue or request is closed and you still have a problem, reply to the ticket closed email and it will be reopened.
You can use the service desk email to forward suspicious emails (e.g. suspected virus or fraud). The Service Desk email address is servicedesk@barnardos.org.uk.
The Service Desk aim to respond to your email in a maximum of 5 working days. If it is an emergency, contact by phone.
Phone
If you've got an urgent issue or query and no access to the internet, contact us on 0330 222 0199.
Our busiest times are from 8.30am to 10.30am.
If you have a standard request, use FirstPoint in the first instance.
If you've forgotten your password or your account is locked, you can reset your password or unlock an account yourself.
How busy is the service desk now?
To view current wait times for the service desk by phone, see the live feed. This will show you:
- the number of agents who are working: Logged in Agents
- how many agents are not on a call and available immediately: Available Agents
- how many other people are queuing: Calls Waiting
- how long the estimated wait is against the call tree options: Average wait
The first column in green text shows the options you press when you call the service desk helpline.
Opening hours
7am to 7pm Monday to Friday excluding English Bank Holidays*.
*Before 9am and after 5pm we operate at a lower capacity than during peak business times.