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Background

We introduced the Service Desk in July 2015 March 2016 as a way to more formally track and monitor requests made by our customers, with the following specific goals;

• Ensure all requests are logged and tracked in our central planning system, to create a single source of truth
• Allow requests to be immediately dealt with by the relevant person or team
• Allow users to track the status of their requests, both current and historic
• Enable us to track the status of all user requests against internal targets
• Promote interaction and collaboration with all our users

Types of request

Any type of request can be submitted through the Service Desk, however we have provided specific templates for the following service requests;

• Get Centrix help
  Get assistance or ask a question relating to a specific Centrix feature
  
  
• Report a Centrix bug/issue
  Report a bug, fault or issue you have observed with the system
  
  
• Suggest a Centrix feature or improvement
  Let us know about any ideas or wish list you have for making the system work better for you or your team
  
  
• Request new Centrix site
  Request a new site or logger to be added to the system (subject to applicable license)
  
  
• Request a new Centrix account
  Request a new user account to be added to Centrix

Workflow

The Service Desk has been implemented to provide short-term workflow and tracking to service requests.

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We will review the process for long-term requests in the future.

My service desk

You are required to create a service desk account before you can submit any requests.

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