Energy Utility helpdesk supported

with LearningGuide

LearningGuide has provided a large energy utility company with an on line desktop support solution aimed at reducing the number of calls to its helpdesk and improving the day-to-day productivity of its workforce.

A large energy utility company commissioned IBM to run its IT helpdesk, providing its workforce with telephone support for day-to-day computer and desktop-related queries. As part of the contract each employee may make 3.5 calls on average per annum to the helpdesk, thereafter additional costs are incurred. It’s important that the company keeps to a minimum the number of calls its staff make, not only to reduce the charges from the helpdesk, but most importantly to ensure workers are not wasting time trying to resolve simple queries. LearningGuide provided the company with an electronic performance support system that provides workers with access to information to help them resolve many day-to-day, common queries as quickly as possible and to use the helpdesk for more complex queries.

Initially, around 100 company-specific, custom learning and supports objects were developed and added to a standard Microsoft Office content library and set within the company’s LearningGuide electronic performance support system providing workers with a comprehensive on line support resource that is available whenever queries arise.

Graphical, example-based browsing, full text search and keywords are used to ensure users quickly locate the information needed. Each learning object provides users with: a quick guide to completing the task, further more comprehensive step-by-step instruction, details of related company policies and tips and links to related learning objects.
The company’s helpdesk team is able to make simple content updates and modifications to the system using LearningGuide’s authoring and publishing application, LearningGuide Manager.

In addition to comprehensive support for generic Microsoft Office applications, the company’s performance support system contains company-specific workplace information:

• About the company’s desktop environment
• Services available to users through the IBM helpdesk
• Desktop/laptop software and essential procedures
• Using Microsoft Office in the company
• Using e-mail and company messaging policy
• Tele-working and remote access
• Security policies and procedures
• Archiving information
• Using the company’s office equipment such as scanners, photocopiers, cameras, printers, fax machines, USB equipment and other network resources
• IT project and helpdesk documentation
• On line discussion board

The company plans to build on the electronic performance support system by adding in learning objects for its SAP enterprise management application and its Microsoft Office document templates and forms.

Interested?
For further information, please contact:
telephone +31 73 692 1 692 or e-mail: info@learningguide.co.uk