HEAT Helpdesk is now open for business

The HEAT Central Team is delighted to announce the formal launch of its brand new HEAT Helpdesk. Based on Freshdesk’s Helpdesk software, this new system will increase the speed and efficiency of advice, guidance and problem resolution provided to our subscribers by our HEAT Support Officers (Bella Brobbey and Sandeep Sharma). Using a ticketing system to track all support requests – whether via email, telephone call or face-to-face – the new HEAT Helpdesk system will ensure that appropriate assistance is provided in the most efficient and friendly way with the minimum of delays. As of today, all emails sent to […]

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New additions to the HEAT Central Team

The HEAT Central Team is delighted to announce the addition of three new full-time staff members to maintain and improve the HEAT service as our membership continues to grow (64 member HEIs at the time or writing with many more in the pipeline). Isabella Brobbey and Sandeep Sharma have joined the HEAT Central Team as HEAT Support Officers. Their prime role will be to provide comprehensive and responsive help, guidance and problem resolution to all HEAT users which will prove particularly invaluable as HEAT member institutions migrate from the HEAT1 database to HEAT2. Their arrival coincides with the introduction of […]

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New helpdesk to provide a fresh start to HEAT support

At the end of November, the HEAT Central Team will be announcing the formal launch of its brand new HEAT Helpdesk. Based on Freshdesk’s Helpdesk software, this new system will increase the speed and efficiency that our newly appointed HEAT Support Officers (see New additions to the HEAT Central Team news story for more details) and the rest of the HEAT Central Team provides all the advice, guidance and resolution of problems required by all our HEAT subscribers. Using a ticketing system to track all support requests – whether via email, telephone call or face-to-face – the new HEAT Helpdesk […]

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