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Northern Grid Customer Care Northern Grid for Learning Customer Care NG – Introduction Who’s Who? Reporting & Monitoring Ticket Trends The Future Customer Care NG – Who’s Who? Dedicated NG Schools Helpdesk: 0845 333 4568 Dedicated NG LEA Helpdesk: 0845 333 3353

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Presentation Transcript
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Northern Grid Customer Care

Northern Grid for Learning

Dave Cole


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Customer Care NG – Introduction

  • Who’s Who?

  • Reporting & Monitoring

  • Ticket Trends

  • The Future


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Customer Care NG – Who’s Who?

  • Dedicated NG Schools Helpdesk:

    • 0845 333 4568

  • Dedicated NG LEA Helpdesk:

    • 0845 333 3353

  • Easynet Customer Services Manager

    • Dave Cole

  • Northern Grid Technical Officer

    • Mark Vinnicombe


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    Customer Care NG – Reporting & Monitoring

    • Monthly Management Reports

      • Tickets closed

      • Calls answered

      • Overview of all ticket comments

      • Available on NG Portal

  • Pro-active Monitoring

    • Pinging of all lines, routers, switches, NINAAs and CPs

    • New local monitoring servers in Middlesbrough

  • Line Statistics

    • Online stats provided to all LEAs

    • Bandwidth % usage for all sites



  • Customer care ng the future l.jpg
    Customer Care NG – The Future

    • Monitoring/Reporting

      • Review of reporting tools

      • Unified monthly reports

      • Visibility of Easynet helpdesk system

  • Online Stats

    • Latency, Packet Loss, Jitter

    • Improved usability

    • Access for individual sites?


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    Customer Care NG

    Thank you for your time.

    Dave Cole

    0207 032 8447

    0771 423 6367 (usable again from next week!)

    [email protected]


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