WeDo can provide a “Single Point of Contact” centralized Help Desk that is capable of responding to user requests for problem resolution, technical assistance, asset movement, changes, installation and maintenance.

Acting as the single point of contact, the Help Desk provides centralized remote support, engagement of on-site staffing requirements and assistance dispatch, to guarantee that end user requests are addressed in a timely manner. This model will be the mechanism to address elements common to the support areas. It will promote the close linkage between the Customer and WeDo in setting strategies and standards.

The Help Desk is also the single point of contact for move/add/change requests, other service requests while providing a continuous focus on consistency, quality and customer satisfaction. One of WeDo’s operating principles is to identify those tasks that are definable and repeatable. Once identified, WeDo focuses on automating the task to ensure quality as well as speed of delivery. WeDo believes that this approach provides the individual end user and Clearing House management with the closed-loop management system required to proactively manage their environment.

The “Single Point of Contact” will function as the key focal point providing services, which include:

• Problem Management - problem reporting, tracking, and resolution
• Assistance in using computing resources
• Hardware Maintenance requests
• Interfacing and dispatching to other support groups
• Problem closure
• Tracking, providing the ability to perform trend analysis and provide performance report

The next figure illustrates the flow of the Help Desk that will be provided to Clearing House. Help Desk functions will be provided, including problem management, answering technical and “how to” questions, and trend analysis. WeDo will continue with its onsite support strategy with the same group of personnel as well as preserve the existing processes we have established with maintenance vendors to ensure timely responsiveness and resolution of problems.

The Help Desk will be staffed with experienced agents for the platform, products and shrink wrap applications identified in the baseline data. The Help Desk agents will be able to solve most problems on initial contact. For others, after an initial diagnosis of the problem, the Help Desk will open a problem report and forward known information about the problem to the appropriate On-Site Support or Tier 2 Support Group. Depending on the type of problem, this may be an On-Site Support, a system/network administrator, an in-house application or support group, or a third-party vendor. Regardless of where the problem is routed, the Help Desk will retain responsibility for coordinating the acquisition of services from other service organisations (internally within Clearing House or externally). The Help Desk will confirm that problems within WeDo’s scope of responsibilities are resolved in a timely manner or escalated if necessary, and will follow-up to confirm problem closure to the users’ satisfaction.

Incident Reporting

The Help Desk agent will first assess the Severity Level of the reported Incident. The agent and the user may reduce the Severity Level if a reasonable workaround is provided or the User does not provide sufficient detail or data or assign knowledgeable staff or personnel to aid in troubleshooting the Incident. The following information will be collected when logging request for assistance through the Help Desk:

• Caller’s name, location and company;
• Call-back telephone number;
• Nature of the situation;
• Assessment of the Severity Level
• Description/history of Problems and efforts to resolve them.
• Any other information reasonably required by the agent to diagnose the problem.

Incident Logging

WeDo will implement, operate and maintain a trouble-ticketing system to log all Service Provider calls to the Help Desk for support and aid in the troubleshooting and resolution of the calls, including user access to, input of and status-query on trouble reports and requests for assistance on incidents. Log entries will at a minimum identify (i) the calling User’s identity, location and affiliation, (ii) a telephone number for returning the call, (iii) the reported Incident with other diagnostic information, and (iv) Resolution history or chronology. The Help Desk will assign a Technical Request (TR) number for tracking and monitoring until the Incident is closed by the Help Desk or user.

Operators will be able to log their own request (severity, incident, etc.) and to check on the status of requests. The system will provide user-friendly logging, e-mail and browser-based (Web) interface.