(Core) Support Team Profile

(Core) Support Team Profile

Introduction

myDRE is a solution that is driven by self-service. However, a couple of things require support, like: creating a workspace, creating new user accounts, helping users to get going on myDRE and interact with their Workspace, address issues - or at least help to clarify and describe the problem in such a way that anDREa can quickly act upon. "My Workspace doesn't work" is very clear for the specific user, but a bit more information is needed like: which Workspace, which user, the steps to recreate the problem.

Description

Support Team
People employed by the Tenant to support the users of their workspaces. Scope and permissions to support are Tenant restricted.

Core Support Team
A virtual Support Team created by organizations that want to pool their Support Team together. The scope of access of CST is limited to those organizations that want to collaborate.

Profile

  1. Hands-on mentality to timely:
    1. follow-up on and interact with end users
    2. investigate and clearly describe problems or issues
    3. try-out things like but not limited to install applications
  2. Continuously learn and appreciate the challenges end users have
  3. Continuously learn and appreciate the limitations and possibilities of myDRE and Microsoft Azure

Responsibilities

  1. Ensure that the tickets are handled within the set SLA
    1. Including during planned absence
  2. Create Workspaces
  3. Support end users with myDRE working in Workspaces belonging to the own organization:
    1. Add, or request new users to be added to anDREa AAD
    2. Helping new users with how to use their Workspace, where to find information, and where and how to create tickets
    3. Timely start adding the process of a associating new Subscription when the current ones are full
    4. Keeping the own software share up to date
    5. Timely informing license server changes
    6. Updating or enriching articles on support.mydre.org
    7. Helping to resolve issues and problems, and when these require anDREa support ensure proper documentation of the issue or problem
      1. Timely assist anDREa Support and/or developers in the process of resolving issues or problems
  4. In case of a Core Support Team construction, assist end users and Support Team part of the Core
  5. Provide feedback how myDRE and the services around can be improved with the focus to improve the Activation, Retention, and Referral

Support

  1. Support Team will:
    1. be trained by anDREa Support
      1. on core functionality, principles, and foundation of myDRE
      2. ongoing with new/changed features
    2. be supported by anDREa Support on issues and problems the Support Team cannot tackle
    3. have access to support.mydre.org to:
      1. check and update the knowledgebase for regular users and Support Team
      2. ticket system to interact with end users
    4. be periodically updated with the progress of changes and new features

Requirements

  1. Entering (Core) Support Team Agreement
    1. This provides evidence that the person understand and agrees to act according to anDREa policies and procedures. These policies and procedures are important also for the tenant's care of duty; e.g. ISO27001, GDPR



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