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Guide to Getting Optimum Results from Helpdesks
Ensure You Have the Right Helpdesk
The first thing to bear in mind before you log a call with a Helpdesk, is
whether you have the correct Helpdesk. To determine which of the various
Helpdesks to contact please refer to the download entitled
ELEXON and NETA Helpdesk Remit.(127Kb)
.
Ensure Your Call is Clear
When you call or send an email to a Helpdesk, the Helpdesk operative who logs
your call may not be the one who answers your query. This is because the
Helpdesk operatives may not have all the necessary knowledge and expertise
required, although they may be able to provide an overview on certain queries,
or resolve simple requests.
Due to the limited amount of expertise on the Helpdesk, your call will be
assigned to an analyst best able to answer your call. As such, you should make
your request clear, and provide as much information as possible about the
nature of the problem. Failure to do so may result in a delay in resolution as
the Helpdesk operative or analyst may need to seek clarification before the
call can be progressed.
Provide Correct Contact Details
To ensure that the analyst is able to provide responses, updates and resolution,
you should ensure that your correct contact details have been provided. The
Helpdesk operative should ask for these when your call is logged.
Keep a Note of Your Reference Number
When your call is logged, you will be given a call reference number. This should
be noted in case you need to contact the Helpdesk. The call reference number
will help the Helpdesk operative locate your call quickly.
Availability
If an analyst has left a message or contacted you by email regarding your call
but you were not available, please ensure that you get back to them as soon as
you can. This is to help ensure that your query gets resolved as soon as
possible.