Service Desk

Our in-house developed Service Desk enables us to record and manage issues raised by the HEIW userbase. End users can register an issue and track it through to completion with full interactive communications along the way.

Launched via a pilot scheme with the Revalidation Support Unit (RSU), the system has also been configured for standalone use as the HEIW IT helpdesk, managed by the INTREPID team. More recently the HEIW Finance team has begun to roll out use of Service Desk.

The system is now fully operational for logging change requests and faults for the website and other HEIW systems such as the Education Contract Exceptions Reporting Tool (ECERT) and LINCymru. Staff can access the user guide for logging website tickets here.

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If your section/unit provides a service, this product will enhance your governance, quality and processes. Configured to your workflow, Service Desk will define, route, signoff and provide reports.

BISSU will work with you to:

  • Explore your needs
  • Help you to customise the product
  • Provide ongoing support and maintenance


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