IT Helpdesk

1. Support for PLD

For PLD, students/parents have two options:

1. 1. Bring the device to the vendor service centre;  (PREFERRED)   OR

   2. Bring the device to Spectra IT Helpdesk.

*For faster resolution, option 1 is recommended

2. Support for non-PDLP Devices (bought from school)

1. Bring the device to Spectra IT Helpdesk.

2. We will help to diagnose, troubleshoot and if required, lodge a report to vendor.

3. PLD Vendors

• 2021 PLD model: LENOVO Thinkpad

• 2022 PLD model: ACER Travelmate

6. How to Reset SWN Network Password?

1. Approach IT Helpdesk.

2. Visits can only be done during your breaks or after curriculum hours.

7. Reporting of Device Issues (hardware issues and damages) 

If your device is a PDLP laptop:

1. Parents/students to contact Contractor’s helpdesk for device issues. Parents/students will need the following information such as their device serial number, brand and model of the device, their name and contact number to log a case with the helpdesk.

2. Contractor’s helpdesk agent will advise parents/students on any further actions required (e.g. bringing their devices to the service centre for diagnosis or assessment of damage).

3. Parents/students can also use the fortnightly collection service provided by the contractors to schools to send in their devices. Parents/students should only pass their devices to the Spectra IT Helpdesk on the collection day as there is space constraint to store devices in school. 

4. Spectra IT Helpdesk personnel will liaise and confirm the fortnightly collection date and time with the contractor. Contractor will pick up the devices from school on the arranged date and time. 

5. The devices (depending on the parts availability) will be fixed and returned to school the next fortnightly collection service day. If there are follow up actions required, contractor will contact parents/students directly (e.g. the damage is not covered under warranty and need consent to claim insurance to get the repairs done).

6. Spectra IT Helpdesk personnel will inform the students when they can collect back their devices.

7. Students can loan a device from the school common pool for daily lessons during the period of repair.

8. If students encounter issues with their devices in school, they may approach their Spectra IT Helpdesk staff for assistance. They will perform basic troubleshooting and assist to log a case with contractor if needed.

9. Please note that only personal learning devices procured under PDLP device bulk tender are eligible for the fortnightly collection services provided by contractors.

If your device is a non-PDLP laptop, bought from school:

1. Bring it to Spectra IT Helpdesk during approved time slots (breaks or after curriculum hourrs).

2. File a report.

3. Depending on how serious is the damage, you may be given a temporary loan laptop so as not to disrupt your lessons.

8. Reporting of Lost Devices

If your device is a PDLP laptop:

1. Parents to make a police report for the lost device.

2. If the lost device is covered under the circumstances listed in the device’s insurance coverage, parents should contact and inform the device contractor via their helpdesk or service centre. They will need to furnish the contractor with the police report for insurance claim. (Applicable only if the device is still under insurance coverage period). Email the Lenovo Helpdesk at aseansg@lenovo.com and cc. pdlplenovo@asiapac.com.sg the details and police report.

3. The contractor’s helpdesk/service centre will advise parents on the insurance claim procedure.

4. Parents should also inform school of the lost device. School’s DMA Administrator to remote lock the device.

5. School will loan a temporary device from the common pool to students.

6. Contractor to send the new replacement device to school and school to pass to student if device is covered under insurance. Parents can opt for doorstep delivery but delivery charges applies.

7. Parent may also choose to collect from the Collection Centre at Henderson. (see point 11)

8. If the device is without insurance coverage or the loss is due to clause(s) not covered under insurance, parents can seek school’s assistance to procure a  replacement device.

If your device is a non-PDLP laptop, bought from school:

9. Parents to make a police report for the lost device.

10. Print out the report and submit a copy to Spectra IT Helpdesk and your Form Teacher.

9. Replacement/Change of Device

For PDLP devices only

1. Students are to inform Spectra IT Helpdesk whenever there is a replacement/change of device. 

2. Replacement/change of devices can be under any of the circumstances listed below:

   • Replacement of device covered under insurance by contractor;

   • Replacement of device by parents for device not covered under insurance or insurance period has ended;

   • Students who are using their own devices which were not procured from PDLP Device Bulk Tender changing to another device.

3.  This is to facilitate the installation of the DMA into the new device.

4. School DMA administrator will enrol the new device to their school’s DMA.

5. For all new device DMA enrolment not done during the device handover exercise in school (including all devices collected from contractor’s service centres), the school DMA administrator will do a factory reset before enrolling the new device into the DMA. 

10. DMA Matters

1. For any related DMA matters, please contact Spectra IT Helpdesk.

2. DMA matters may include:

   • Clarification of DMA settings;

   • Changing of DMA settings by parents;

   • Re-Installation of DMA on device.

*Take note that any DMA installation or change of settings, may take up to 2 working weeks to take effect.

11. PDLP Device Collection Centre

1. Parents who purchase the PDLP device may choose to collect the device from the vendor.

2. Device Collection Centre:

   • 219 Henderson Road

Henderson Industrial Park #05-01

Singapore 159556

3. Collection Centre Number:

   • 6272 0088

4. Collection Centre Operating Hours:

   • Mon - Fri: 1000 - 1700h

   • Due to COVID situation, all collection are on appointment basis

12. Sec 1 Student - First Time Log In Routines

• This applies for all new Sec 1 students who are using school loan laptops or own device

• There are 3 systems to log in. These must be done in sequence.

  1. School network SWN@SSOE

  2. Student iCON dashboard (includes email, classroom, etc)

  3. SLS

• Click on the links below to start.

1. Log in school network SWN@SSOE

2. Student iCON dashboard

3. Log in to SLS

14. Frequently Asked Questions

Does the insurance cover the accessories too (e.g. styluses, keyboard cases)?

Insurance coverage is for the main device only and does not cover accessories.

Can students still send their devices to their contractor’s service centres for repairs after the end of the warranty period and how will the charges be imposed?

After the expiry of the device warranty period, students can still send their device to the contractor’s service centre for repair. The charges quotation will be provided by the contractor’s service centre and students/parents will have to assess the reasonableness of the charges and decide whether to take up the repair. Alternatively, students can consider going to other shops to perform the repairs after the warranty is over.

How long do I need to keep the device original packaging box before discarding it?

Spectra will make provisions to help your child keep the device in his/her classroom for 7 days after receipt, if your child is receiving the device on the 19th April 2021. In case of the need to do any 1-to-1 exchange, your child can bring the box home.

For other cases, please keep the device original packaging box for at least 7 days in case of any 1-to-1 exchange.