Over the last few months, the CloudDeakin support team has been working with eSolutions and Faculty learning and teaching teams to streamline and simplify CloudDeakin Support for both staff and students. The objective is to move low-level enquiries to the eSolutions Helpdesk, with more complex issues referred back to the Cloud Deakin support team. To achieve this the eSolutions Helpdesk will be the first point of contact for all CloudDeakin matters. The transfer of this service will provide the following benefits:
- Extended staff CloudDeakin Support operating hours by leveraging the Service Desk, eSolutions
- Monday to Friday: 8am–8pm
- Weekends: 11am–5pm
- Improved reporting by consistency in the logging of requests and incidents through a single division (Service Desk, eSolutions).
- Improved quality of knowledge sharing around CloudDeakin systems through a better shared understanding of incidents and issues raised.
The service officially transferred to eSolutions on 20 April 2015. The Cloud Deakin helpline number (x17500) will be diverted to the eSolutions Helpdesk to ensure a smooth transition and to minimise the effect on staff and students. During transition, our Learning Environments team will closely monitor the service and will remain in close contact with Faculty learning and teaching teams.
Staff should continue to report any incidents or to request help as usual on the CloudDeakin Helpdesk phone number.