Support and Repairs

IT Helpdesk

The College IT Helpdesk is on the Ground Floor of Cascia Building. Reception can help direct you.

Student Hours:
Before School: 7:45-8:25am
Morning Tea: 11:25-11:55am
Lunch: 1:40-2:10pm
After School: 3:00-3:30pm

Parents are welcome to call, email or visit anytime during our working hours of 7:45am-3:30pm. We are also available during the school holidays, but it is advisable to call or email first in case the office is unattended.

Email: byod@vnc.qld.edu.au

Phone: (07) 3394 5550

Services Offered

We are able to assist students/parents with BYOD issues such as:

• Setting up a new device
• Villanova online services/passwords
• Software installation
• Windows re-installation
• OneDrive syncing and backup
• General advice and support

Please note we have a limited ability to support macOS issues on Macbook laptops. Since 2021, the College has updated its BYOD Policy to exclusively recommend and support Windows 10/11 laptops.

Loan Laptops

While devices are waiting for repair, or large software installation is being performed by the IT Helpdesk, we are able to loan students a laptop (subject to availability) so they can continue with their school work.

Please fill out the loan laptop permission form, and ask your son to bring it to the IT Helpdesk. Laptops are loaned for a period of 4 weeks and can be renewed subject to availability and an update on the repair status.

Repairs

Where a fault occurs with the device, and you are unsure if it is software or hardware-related, the IT Helpdesk is able to assist in diagnosing this. However, we are not equipped to perform hardware repairs on devices. In the case of hardware faults or damage, refer to the relevant section below.

Purchased from JB Education

Please note that JB Education is a separate division to JB Hi-Fi retail stores. As such, JB Hi-Fi stores are unable to support these devices.

Parents should log service cases directly with the manufacturer. Contact details are available at jbeducation.com.au/support. You will need your purchase invoice and serial number of the device.

Check what warranty you have purchased, that it is still current, and your fault is covered under it. An explanation of different warranties is available on our Specifications and Purchasing page, or you may contact the IT Helpdesk with a copy of your invoice if you’d like assistance interpreting this.

If you have on-site warranty, advise the manufacturer that you purchased the device through JB Education with on-site warranty, and wish to have the device serviced at Villanova College. They will need our contact details:

IT Department
Villanova College
24 Sixth Avenue
Coorparoo QLD 4151

(07) 3394 5550

it@vnc.qld.edu.au

The IT department has multiple staff who the manufacturer may be liaising with. As such, the generic details above are best. Some manufacturers may insist on recording a personal contact name at the College. In this instance, Brandon Cragg will be this personal contact.

Please then note the case number, write this down and ask your son to bring the laptop to the IT Helpdesk with this case number, where we will store it for the repair technician.

In case you do not have on-site warranty, ask your service consultant on the phone what the shipping procedures are.

Purchased Elsewhere / Out of Warranty

For laptops purchased elsewhere, consult your purchase documentation for warranty coverage and repair procedures. If the fault is covered by your warranty, you will often be able to obtain advice on repair by visiting the store where you purchased, or calling the manufacturer.

For out-of-warranty repairs, the College is often asked who we use for our equipment. We have service agreements in place with manufacturers to repair devices in their useful lifetime and recycle them thereafter. You may contact manufacturers for a quote on out-of-warranty repair; however, costs can often be prohibitive. Private repair shops are another option, but the College can not recommend any specific businesses.