A. Your helplines can transfer to us at any time during our opening hours.

A. Set up normally takes about two months. Tasks include setting up the data transfer and providing local information and FAQs. If you are giving us access to carry out tasks such as password resets then this will also need to be set up.

A. You will receive this report in two formats, a CSV and a readable HTML file each day around 8:30. This file will contain every query received by the Out of Hours Helpline. Calls are listed in two groups, unassigned calls which require further action by yourselves and resolved calls. Calls are logged with your customer details held on our database, full details of the nature of the problem and the steps and checks taken in order to resolve the call.

A. The essentials are having your basic customer data so that we can log calls accurately, and the phone transfer and contact methods tested. We also need some information in our knowledgebase to provide assistance with your basic queries but this is likely to grow over time based on the types of query which come through.

A. This very much depends on local requirements and set up. However, the Helpline Advisers’ ability to resolve problems is often defined by their level of access to local systems. Most participants in the service find it useful that we can deal with queries such as password resets so that the student can get back up and running as swiftly as possible.

A. Data stored on the helpdesk system will be used by Northumbria solely in order to help resolve queries raised by students and other callers to the Helpline.

Northumbria University staff will comply with the Northumbria University Data Protection Policy available at http://northumbria.ac.uk/sd/central/uso/ndp/ to ensure security and appropriate use of the data held. Data will not be disclosed to any third party.

A. Yes – based on your prioritisation rules and call-out procedure the Helpline will contact technical or other emergency contacts.