Help desks

NBA’s should endeavour to offer some form of help desk support within advertised hours for user queries that cannot be resolved via online help. Help desks should be operated by staff highly experienced in technical aspects of the system supported and in dealing with a wide range of user enquiries. Help desk support is commonly offered by some combination of telephone and email service with the latter often being used to capture enquires made outside of designated support hours.

Bibliography, Best practice

Last update: 5 December 2017


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