Welcome to the new Help Centre
Introduction
The all-new IT helpdesk has been designed with user experience at the forefront. We have incorporated new technology such as self-serve automation, chatbot and AI/Machine Learning suggestions to enhance your experience. In the latter phases, we envisage this platform becoming the “hub” for all operational support queries, including Office Administration, Human Resources, Marketing and Compliance and Governance.
Web Portal Experience
Logged out
The new web portal provides unauthenticated users with limited functionality to view public help articles and report issues. We strongly recommend logging in with your Office365 username (email address) and password for a personalised experience.
Logged in
Once authenticated, the new portal becomes enriched with more content and options. Navigate through personalised, internal help articles on topics like connecting and troubleshooting the VPN, booking meeting rooms and learning how to use the OE Publisher. In addition, you can make routine requests for monitors, software licences and onboarding of new staff.
Raise a Request
Report an Issue
The familiar “report an issue” page provides a significantly improved experience when you need assistance. The helpdesk will offer related help articles (based on keywords) and allow you to assign an urgency, triggering an alert for the respective team.
When reporting an issue, logged-in staff members can see an extended list of categories. Assigning the correct category to your request is essential in ensuring that it’s directed to the right team.
The user experience for clients and unauthenticated users is almost identical. However, the categories will be limited to product-related topics. We strongly recommend logging into the portal for the best possible experience. These categories will continue to evolve as we receive feedback.
We will use these fields to monitor trends and adapt our product roadmaps and help articles.
Request a Service
We now have a Service Catalog where you can ask for items such as a new headset, monitor, software licence or network folder creation. A bespoke form for each service collects all the necessary information we need to process the request and seeks approval from the line manager if required, reducing delays and email clutter.
The Service Catalog will reduce the turnaround time for simple requests by leveraging automation, where possible, to create staff user accounts, assign access to a system like Salesforce and much more!
As before, the view is personalised to clients and staff.
Manage your requests
A primary goal for the helpdesk is to improve the visibility of requests. The new platform allows you to track the progress, adjust the priority/urgency and manage open and closed tickets. Furthermore, we will now send automatic email notifications when a ticket has been assigned to a representative and include the original ticket description in our replies.
Help Articles
The help articles should be your first port of call for an efficient resolution. The IT Operations and Software Development team will frequently update articles based on current trends and frequent requests. Therefore, we recommend checking here before raising a support case.
