CiCS Helpdesk Self Service
You can find answers to common questions by querying the CiCS Knowledgebase in our online support tool, "CiCS Helpdesk Self Service".
In addition, the service allows you to submit and review support requests as well as providing an overview of CiCS Service Status.
CiCS Helpdesk Self Service is available in MUSE; staff will find it in the Staff Applications tab; students will find it under the SSiD tab.
Features
- CiCS Knowledgebase
The CiCS Knowledgebase is available 24 hours a day, 365 days a year and can provide instant answers to many of the common questions that the CiCS Helpdesk receives.
The CiCS Helpdesk has reviewed all of the enquiries received between June 2008 and June 2009 and has used this information to populate the CiCS Knowledgebase with approximately 200 articles. We will continue to review the content of CiCS Knowledgebase on a monthly basis to ensure that it accurately reflects the needs of users.
- Submit a query to the CiCS Helpdesk
If your enquiry is not answered by the CiCS Knowledgebase you can log a call with the CiCS Helpdesk online using the CiCS Helpdesk Self Service.
- Enquiries can be submitted 24/7
- Enquiries are responded to during working hours (usually within the hour)
- Review your existing enquiries
The CiCS Helpdesk will respond to all enquiries that are logged by CiCS Helpdesk Self Service by email; in additon the service allows you to review your existing queries as follows:
- Review the progress of outstanding calls
- Update outstanding calls
- Add file attachments to calls
- Review the answers to previously answered calls
Adding the CiCS Helpdesk channel to your MUSE homepage
The CiCS Helpdesk channel gives you quick access to both Self Service and Service Status You can also add the CiCS Helpdesk channel on your MUSE homepage. See the link to the top right for instructions on adding a channel.
Future Developments and Further Information
We are continuing to develop CiCS Helpdesk Self Service with the aim of further improving customer service. Future improvements that are being investigated are the ability to make service requests (such as new accounts and more filestore) and the display of Service Status information in the CiCS Helpdesk channel.
If you require any further information or have any comments on CiCS Helpdesk Self Service please let us know using the Feedback Form to the left.