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Northern Grid for Learning

Northern Grid Customer Care Northern Grid for Learning Customer Care NG – Introduction Who’s Who? Reporting & Monitoring Ticket Trends The Future Customer Care NG – Who’s Who? Dedicated NG Schools Helpdesk: 0845 333 4568 Dedicated NG LEA Helpdesk: 0845 333 3353

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Northern Grid for Learning

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  1. Northern Grid Customer Care Northern Grid for Learning Dave Cole

  2. Customer Care NG – Introduction • Who’s Who? • Reporting & Monitoring • Ticket Trends • The Future

  3. Customer Care NG – Who’s Who? • Dedicated NG Schools Helpdesk: • 0845 333 4568 • Dedicated NG LEA Helpdesk: • 0845 333 3353 • Easynet Customer Services Manager • Dave Cole • Northern Grid Technical Officer • Mark Vinnicombe

  4. Customer Care NG – Reporting & Monitoring • Monthly Management Reports • Tickets closed • Calls answered • Overview of all ticket comments • Available on NG Portal • Pro-active Monitoring • Pinging of all lines, routers, switches, NINAAs and CPs • New local monitoring servers in Middlesbrough • Line Statistics • Online stats provided to all LEAs • Bandwidth % usage for all sites

  5. Customer Care NG – Ticket Trends

  6. Customer Care NG – The Future • Monitoring/Reporting • Review of reporting tools • Unified monthly reports • Visibility of Easynet helpdesk system • Online Stats • Latency, Packet Loss, Jitter • Improved usability • Access for individual sites?

  7. Customer Care NG Thank you for your time. Dave Cole 0207 032 8447 0771 423 6367 (usable again from next week!) Dave.Cole@uk.easynet.net

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