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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
northern grid for learning

Northern Grid Customer Care

Northern Grid for Learning

Dave Cole

customer care ng introduction
Customer Care NG – Introduction
  • Who’s Who?
  • Reporting & Monitoring
  • Ticket Trends
  • The Future
customer care ng who s who
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
customer care ng reporting monitoring
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
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?
customer care ng
Customer Care NG

Thank you for your time.

Dave Cole

0207 032 8447

0771 423 6367 (usable again from next week!)

Dave.Cole@uk.easynet.net