Tracsis Service Desk Training
Existing Knowledge Base
The Tracsis Service Desk uses Zendesk to maintain their knowledge base: https://tracsisplc.zendesk.com/hc/en-gb/sections/24547479164561-MPEC
As of Jul 2, 2025 its very limited and just covers resetting the MFA. This should be expanded to ensure that the service desk is able to field more customer requests themselves and reduce the L2/L3 support burden.
The MPEC Knowledge Base can be found here:
Not sure if the support team can access this?
Support Desk Capabilities
This is the current list of support tickets that the service desk (L1) function will typically be able to handle.
Account Queries
New User Account Setup: When new users must access a system. Provide details about how to set up new user accounts, how to verify if the new user is authorised to access the product and how to determine what permissions the user should be provided.
Password Resets: Instructions on how to reset a user's password or manually reset a password.
Account Changes: How to instruct users to make changes to their account or make changes on behalf of the user, to include permissions and account details, in addition to how to verify the appropriate level of access the user should be provided.
Licenses: How to enable additional modules or features within the product and how to verify if the user and customer account should have access to the modules or features in question.
Known Defects / Workarounds – Common defects experienced within the product, along with easy solutions to address the issue or utilise a common workaround until the problem can be resolved.
FAQ / Answers to Common Questions – How do I...? Does ABC mean XYZ?
Repetitive & Documented Tasks – Anything that can be done between 8 am and 6 pm that is less than 1 hour in effort.
Training Requirements for Service Desk
It would be good to map out the set of support tasks that we believe are possible for L1 to perform, and then to provide a training session with the service desk folks, plus links to additional collateral to allow them to update their KB and take on those tasks.
We’ve been running a series of customer product training sessions in the Derby office since beginning of October 2025 (see https://tracsis.atlassian.net/wiki/x/AoAMewE). The training agenda can be found here: Centrix and Datalogger Training.pdf.
For service desk personnel, we should also cover some rail infrastructure background, as this is likely an area that they may be unfamiliar with.
Incident Support Process
A new incident support process has been put in place recently to explain how support tickets for incidents are handled (and moved into Jira if they require engineering work).
