Online Helpdesk
Who do you call when things go wrong? The Learning Centre’s support staff are used to answering the call but how do you record, prioritise and assign these requests for help in an efficient manner?
An online system developed by The Learning Centre to run over our own Intranet allows staff to describe their help request and the level of urgency. The helpdesk system then immediately emails the Technical Support Administrator and creates a ticket in the helpdesk database.
Colour coding of the tickets in the management screen allows support staff to see at a glance which jobs are top priority and which can be scheduled into the ongoing maintenance schedule. The Technical upport Administrator can assign each task to the appropriate technician.
The technician can record the work on each task in the ticket. This allows the database to build up a knowledge base of solutions for future reference.
Once the technician has recorded all of the relevant details, the ticket can be closed.
From just one system developed by The Learning Centre, technical support is targeted where it's most needed at any one time. Technical staff are allocated tasks at the click of a button and maintenance recrds are updated automatically.
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