The Department of Information Technology and Networks (IT&N) has empowered staff with the necessary know-how to deal with IT-related issues without calling the department. IT&N Service Desk Supervisor, Thembeka Mkhize said they were conducting the training “to ensure that all support staff are proficient in using the HALO service desk system.”
A Halo Service Desk is a cloud-based helpdesk system that helps businesses manage workflows, automate operations, and engage with customers and employees. Mkhize’s training covered creating and submitting service requests, automated categorization and prioritizing tickets, assigning them to appropriate teams, understanding ticket resolution workflow, escalation procedures, and the use of reporting. The training also included internal communication, collaboration with other departments, and keeping stakeholders informed about ticket status. The training aims to provide an understanding of the service desk.
Mkhize said that the training would enhance operational efficiency and improve overall service delivery for IT resources and services. “The training aims to familiarize staff with the new ticketing system features, workflows, and best practices in reporting,” Mkhize added. Mkhize trained staff in both English and IsiZulu. She said they expected staff to be able to use the HALO service desk independently. They should be able to log and manage service requests efficiently, and utilize the reporting features to track performance, and identify areas for improvement.