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01. Support Request

01. Support Request

Owned by Erica Bezuidenhout
Last updated: Jan 19, 2023 by James Handsaker
1 min read

Need Assistance?

If you need assistance using MyNIDA or have a request for information or a change, please follow the steps below.

  1. Review the documentation in the NIDA Knowledge Base, including training resources

  2. If you cannot find an answer to your question, please email mynida@nida.edu.au.

 

Requestor:

  1. User raise a ticket with IT- Helpdesk – helpdesk.nida.edu.au

  2. In the request, users submit the information of the request

  3. Please submit the request to IT

Approver/s :

  Approvers can be IT Team & Sys admin:

  1. IT team – If raised through iHelp

  2. System admin – If raised through mynida e-mail

  3. Approver/s ( IT team or System admin) can request more information to resolve the issue.

IT Triage :

  1. IT team will review the ticket and assign it to HR, Payroll, and System admin – based on the request

Service Area :

  1. Once the approver has all the information regarding the ticket, it will be assigned accordingly

    1. If it's an HR request – A person from the HR group will act on it

    2. If it's a Payroll request - A person from the payroll  group will work on it

  2. Ensure the requestor has received all required information for the raised ticket

  3. Close the ticket