- Reducing Complexity
- Doing things differently
- Reducing Space
- Reducing our Carbon Footprint
- Diversifying Income
An entertaining (as always) presentation on some new features of our phone system, and a look at the issues surrounding Common Timetabling were also on the agenda.
Finally we saw a demonstration of our remote assistance service. Users can initiate a chat session with an analyst on our Helpdesk through our self service pages:
who then takes details of the problem, and if necessary initiates a remote assistance session and takes control of the user's machine. One analyst can handle up to 10 consecutive sessions, it reduces time traveling to see individual users, provides easier diagnosis and resolution of problems, and is a much less frustrating experience for the user, who doesn't have to be asked to do things they're not comfortable with. An excellent service which we're now starting to promote heavily.