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Introduction to the Online Help Desk

Introduction to the Online Help Desk. Unit Liaison Meeting June 19, 2009. Agenda. What is the Online Help Desk Impact on your customer support experience A look at the application Resources. A New Support Option. ~NEW~. Phone. Email. Web Interface. What is the Online Help Desk.

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Introduction to the Online Help Desk

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  1. Introduction to the Online Help Desk Unit Liaison Meeting June 19, 2009

  2. Agenda • What is the Online Help Desk • Impact on your customer support experience • A look at the application • Resources

  3. A New Support Option ~NEW~ Phone Email Web Interface

  4. What is the Online Help Desk • Web interface that allows end users to submit and track issues and questions that need to be addressed by Support Staff ~ Same People. Same Great Service. New form of contact ~

  5. End User Input • UL Focus Group was conducted last fall and recommended pilot participants • Pilot Group represented all three campuses and provided valuable feedback on: • Login screen clarification • Restructure Summary Questions • Customer service that resulted in “behind the scenes” changes

  6. Advantages • Ability to submit a question or issue at your convenience • Real time details associated with your issue or question • Status • Assigned support staff • Specific tracking number associated with your issue • Closed issues become a future resource

  7. What Does Not Change • Commitment to Customer Service • Hours of support remain M-F 8am – 5pm • Ability to phone or e-mail the Help Desk continues to be available

  8. Getting Started Single launch page that includes support material Ability to create a “shortcut” on your desktop directly to Online Help Desk once you are comfortable using it Available from the “Help” link on the MAIS web site You will need to login even if you have already logged into Wolverine Access Login ID and Password is the same as Wolverine Access http://www.mais.umich.edu/online_help_desk/

  9. The Main Screen Quickly view STATUS Look at ALL or just your OPEN issues Work Info is a place to type in follow-up questions or respond to inquiries from support staff. Use the VIEW button to open the record Sort your records by clicking in the column heading Broadcast offers future enhancement opportunities for us to share critical information

  10. Opening a New Issue Select the Summary that best fits your situation from the drop down menu Add additional details in the Notes field Select a value that represents how quickly you need this resolved If appropriate, select a Date Required Add Attachments of screen shots, reports or other documents that will help facilitate resolving the issue

  11. How is the Issue Worked • The issue is “queued” for a support person to respond • If needed, your request is routed to appropriate support group for response • You are provided resolution information, which may be in the form of: • Work Info entry in the record • Phone call from support staff • E-mail from Customer Support

  12. Need Information About Using The Online Help Desk? • The Launch Page • Job aids • Getting Started Guide • Walk through simulations • MAIS Help Desk (734-936-7000) can answer questions regarding the use of the Online Help Desk

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