GUIDE TO THE HELP DESK SERVICE


For any kind of problem related to the use of the platform, the user can request support by filling out the “Help Desk Service Form” following a few short simple steps.

Please Note: Support requests must be sent exclusively through the “Help Desk Service Form” in order to be properly handled. Requests submitted through other channels than the Help Desk Form may not be handled and/or processed.


SENDING THE REQUEST

1) First, the user is asked to specify what kind of support is needed, among:

• Clarification – in case the user needs some clarifications if a certain step in using the platform is not clear
• Request – in case the user needs specific directions to perform a certain operation using the platform
• Application Support – In case the user encounters doubts or problems about the submitting procedure for Call for Applications
• Compaanies – in case the user needs to ask information about the activation of partnerships and doctoral scholarships

2) The user is now asked to enter:

• Your email address (MAKE SURE IT IS AN ACTIVE ADDRESS SO THAT YOUR SUPPORT REQUEST COULD BE RECEIVED CORRECTLY BY THE SYSTEM)
• The subject of the request
• The description of the problem (Please describe the problem in a clear and precise way to facilitate the identification of the problem)
• The severity of the problem
• The urgency of the request
• Any attachment that may help identify the problem, such as screenshots of the platform showing the incurring problem

3) Send the request

Please Note: Based on the indicated level of severity and urgency, a priority hierarchy of the received requests will be estabilished

MANAGEMENT OF THE REQUEST

Once the request is sent, the user will receive an automatically-generated email stating that the request has been succesfully submitted.
The sent request will be viewd by the operator who, as soon as possible (and in accordance with the priority hierarchy dictated by the level of severity/urgency of the requests), will take charge of the support request. When the operator takes charge of the request, the user will be notified through a second automatically-generated email. At this point the used will have to wait for their request to be processed.
Note: if eventually it’s necessary for the operator to ask the user some clarifications in order to resolve the problem, the user will be contacted at the provided email address. In this case, the user is asked to respond this request for clarifications by providing the operator with the required informations.
Lastly, the operator, through the support system, will send on the user’s email address the resolution of the request accompanied with a explanatory comment.
Please Note: in case the user manages to resolve the problem independetely, the user is encouraged to cancel their support request so that the help desk operators can take up other support requests received and thus ensure an efficent service for all users.