Themis Service Desk

The Themis Service-Desk is designed as a One-Stop Shop where the ultimate aim is for all user queries to be solved on the spot. Users are able to contact Service Desk staff electronically or via the phone with any questions, requests, issues or problems they may have when using Themis.

If the Themis Service-Desk number is busy or you are calling out of Service Desk hours you are encouraged to log your problem, question or request using the Themis Express On-Line Service Centre [Note: the minimum requirement to use this system is Internet Explorer 5.5 or Netscape 6.2. On a Macintosh, only Netscape 6.2 or above may be used for Online Problem Registration].

Below we take you through the process of how the Themis Service-Desk will keep a log and in-turn solve your Themis query. The normal cycle of a typical Themis user problem/query request as reported to the Themis Service-Desk consists of these basic steps:

1. A new Service-Desk problem/query can occur in two ways. The departmental user can enter the Themis problem/query directly via the Themis Express On-Line Service Centre or alternatively the departmental User phones the Service-Desk.
2. The Service-Desk Staff member will then enter the Service-Desk problem/query into the On-Line Request System. Your issue will always be logged by the Service-Desk staff. Once logged, you will receive an email notification detailing the issue and a request ID number. You should use this Request ID when querying the progress of your request with the Service-Desk staff. In some cases especially with more complex queries, the Service-Desk will be required to direct some user enquiries to Second and Third Level Support Staff i.e Module Experts, DBA's, Financial Operations, HR Consultants and Melbourne Research Office.
3. The Themis problem/query request is assigned to the appropriate Group or Individual as designated by the Service-Desk Staff member to help handle/solve the problem/query. When the problem/query is assigned to the designated staff member they will be notified by e-mail with detail of the problem/query. The user is also notified the problem has been logged and the problem/query is in the process of being resolved.
4. The designated staff member assigned the job then logs their progress as they work to resolve the problem/query in the On-Line Request System.
5. When the problem/query is resolved the status is changed to Resolved and the original Departmental User who reported the problem is automatically notified that the case has been resolved with details of the solution to their initial problem/query. As the problem is solved by the second/third level staff, you and the first level Service Desk Staff member will always be notified of the solution to your problem.

The Themis Express On-Line Service Centre is designed to keep statistics of problems/queries that have been reported to the Service-Desk which will provide a means to improve user-training and allow for a better concentration of support on critical areas of the Themis system.

If you have any queries or if you are unsure about this process please contact us via email or phone.

For information on monthly training sessions for new staff co-ordinated through the Themis Service Desk staff refer to the Themis training courses.

Themis users are also reminded that the Themis Service Desk provides one on one training and site visits upon request for specific situations. Please contact the Service-Desk for more details