{"id":1434,"date":"2022-11-29T16:14:49","date_gmt":"2022-11-29T16:14:49","guid":{"rendered":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/?page_id=1434"},"modified":"2022-11-30T20:44:22","modified_gmt":"2022-11-30T20:44:22","slug":"platform-helpdesk","status":"publish","type":"page","link":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/cds-teams\/platform-helpdesk\/","title":{"rendered":"Platform Helpdesk"},"content":{"rendered":"\n<p>CDS Platform Helpdesk is the centre of client support experience responsible for answering queries related to CDS products and escalating and communicating system issues in a timely manner.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-responsibilities\">Responsibilities<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Tracking tickets within Freshdesk.<\/li><li>Triage tickets and provide solutions to the problems reported by the customers<\/li><li>Create and maintain knowledge base<\/li><li>Call out for an incident when a problem arises based on the severity<\/li><li>Connect with Product\/Service Reliability Engineering\/Policy teams when needed<\/li><li>Weekly review of tickets with Product teams<\/li><li>Learn to support new features&nbsp; deployed into the system<\/li><li>Keep track of metrics and ticket volume<\/li><li>Collect feedback from clients and share areas of improvement with Product teams&nbsp;<\/li><li>Collaborate with client experience, translation, and other teams<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-workflow\">Workflow<\/h3>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"752\" height=\"657\" src=\"https:\/\/articles.alpha.canada.ca\/uploads\/sites\/5\/2022\/11\/Screenshot-2022-11-30-at-3.43.26-PM.png\" alt=\"\" class=\"wp-image-1459\" srcset=\"https:\/\/articles.alpha.canada.ca\/uploads\/sites\/5\/2022\/11\/Screenshot-2022-11-30-at-3.43.26-PM.png 752w, https:\/\/articles.alpha.canada.ca\/uploads\/sites\/5\/2022\/11\/Screenshot-2022-11-30-at-3.43.26-PM-300x262.png 300w\" sizes=\"auto, (max-width: 752px) 100vw, 752px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-service-level-agreement-sla\">Service Level Agreement (SLA)<\/h3>\n\n\n\n<p>This agreement covers the responsibilities of the Platform Helpdesk: to triage and resolve customer tickets that get logged within Freshdesk (Freshdesk is an online cloud-based customer support software providing help desk support with all smart automations to get things done faster). <\/p>\n\n\n\n<p><strong>Service Response<\/strong>:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Description<\/strong><\/td><td><strong>Initial response<\/strong><\/td><td><strong>Resolution*<\/strong><\/td><\/tr><tr><td>New ticket created in Freshdesk<\/td><td>1 business day<\/td><td>5 business days<\/td><\/tr><tr><td>Ticket with \u201cWaiting on Customer\u201d status<\/td><td>Not applicable<\/td><td>10 business days and will be closed if no further action is required<\/td><\/tr><tr><td>Service is affected (performance issues, intermittent errors)<\/td><td>1 business day<\/td><td>5 business days<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>*By resolution we mean: responding to client queries related to UI\/technical aspects of the product, feature requests (turning service live, uploading logo, daily message limit increase), addressing problems related to login or account creation.<\/p>\n\n\n\n<p>This agreement only covers the Platform Helpdesk and its services to the supported products.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-products-supported\">Products supported<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>GC Notify<\/li><li>GC Forms<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-business-hours\">Business hours<\/h3>\n\n\n\n<p>Platform Helpdesk will operate from Monday to Friday 9 am to 5 pm ET. Any requests received out of business hours are handled by the product team (only urgent priority tickets).<\/p>\n","protected":false},"excerpt":{"rendered":"<p>CDS Platform Helpdesk is the centre of client support experience responsible for answering queries related to CDS products and escalating and communicating system issues in a timely manner. Responsibilities Tracking tickets within Freshdesk. Triage tickets and provide solutions to the problems reported by the customers Create and maintain knowledge base Call out for an incident\u2026 <a class=\"read-more\" href=\"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/cds-teams\/platform-helpdesk\/\">Read more<span class=\"wb-sl\"> of Platform Helpdesk<\/span><\/a><\/p>\n","protected":false},"author":66,"featured_media":0,"parent":656,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1434","page","type-page","status-publish","hentry"],"slug_en":"platform-helpdesk","slug_fr":null,"id_en":1434,"id_fr":null,"lang":"en","_links":{"self":[{"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/pages\/1434","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/users\/66"}],"replies":[{"embeddable":true,"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/comments?post=1434"}],"version-history":[{"count":3,"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/pages\/1434\/revisions"}],"predecessor-version":[{"id":1461,"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/pages\/1434\/revisions\/1461"}],"up":[{"embeddable":true,"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/pages\/656"}],"wp:attachment":[{"href":"https:\/\/articles.alpha.canada.ca\/cds-intranet-employee-guide\/wp-json\/wp\/v2\/media?parent=1434"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}