01. Support Request

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

System admin – If raised through mynida e-mail

2. 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

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

·        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