openathens support update
DESCRIPTION
Simon Timms, Service Desk Team Leader, on support options for customers. He also shares findings from a recent customer satisfaction survey.TRANSCRIPT
Support UpdateSimon TimmsService Desk Team Leader
Agenda
• Eduserv Service Desk• Organisational changes to the Service Desk• What we do• The support we offer
• Website changes• OpenAthens Service Status• Accessing the Service Desk via the web• Customer survey
Eduserv Service Desk
• Eduserv operates an ITIL-aligned Service Desk for technical enquiries
• Can be contacted by email or phone• Web access• allows you to view all open calls and track progress• add further updates online• receive responses via email
Eduserv Service Desk - Organisational changes
OpenAthens customers now have a dedicated Service Desk team.• Dedicated resources• More in-depth customer knowledge• Increased level of product knowledge• Build better relationships with our customers
What does the Service Desk do?
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Incidents
Service Reqs
Phone Calls
The support we offer
• Provide UK business hours telephone support
• Provide support via the Service Desk web interface
• Pre-sales / Support conference calls
• Use Web Conferencing tools for remote support
Website changes
• Admin area• DSP Admin area• Support web interface
Accessing the Service Desk via the web
Benefits:• Calls are responded to quicker• View and update calls raised by your sub-administrators• Track and update multiple requests• Add attachments
Accessing the Service Desk via the web
• Access Service Desk using your administrator credentials• follow ‘Log a Query’ link from administration area• https://support.eduserv.org.uk/athens
• Responses will be sent to your registered administrator email address• Keep this up to date!
Customer survey
• Surveyed over 1000 customers• Measure satisfaction• Identify areas for improvements
Strongly disagree
Disagree Neither Agree Strongly agree0
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They are responsive
Number of responses (%)
Strongly disagree
Disagree Neither Agree Strongly agree0
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They are polite and courteous
Number of responses (%)
Strongly disagree
Disagree Neither Agree Strongly agree0
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They are knowledgeable
Number of responses (%)
Strongly disagree
Disagree Neither Agree Strongly agree0
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They provide clear and accurate information
Number of responses (%)
What people say about the support we provide
“Recently I've had to phone the help desk and on both occasions they were very friendly and helpful, using non-IT language which I could understand”
“More satisfied than I could have hoped. As always, your folks are FANTASTIC! Thanks again!.”
“The support is excellent, and they are always willing to help, even telling me what I need to say to suppliers to sort out various problems.”
“The help desk is truly helpful fairly easy to understand very patient and very friendly.”
Thanks