Helpdesk

Introduction to the Helpdesk User's Role

Responsibilities

The helpdesk user's role within Flow360 includes these areas:

• accessing training materials
• reviewing own training schedule
• logging new helpdesk issues relating to areas the general user uses, for themselves or on behalf of others*
• accessing information about sites and areas the helpdesk user is linked with*
• reviewing the status of issues they have logged, for themselves or on behalf of others*
• re-opening closed issues they have logged where the problem reoccurs*

Relationships

The helpdesk user has relationships within Flow360 to:

Client admin / staff
- of sites the helpdesk user is registered on

Managers
- when a manager manages the training, maintenance and /or bookings on a site that the helpdesk user is registered on

Surveyors
- when the surveyor has sign-off responsibilities for work undertaken on a site that the helpdesk user is registered on

Service providers
- when a service provider undertakes work on a site that the helpdesk user is registered on

General users (including other helpdesk users)
- when they are registered general users on sites the helpdesk user is registered on

NOTE: * Logging of helpdesk issues and service requests only applies to versions of Flow360 used for Facilities management