Our Service Desk provides the people and processes to ensure that you get accurate and fast answers to your questions on the REC. It's supplemented with an ever-growing library of self-service information.
In the period to 31 March 2022, we responded to over 6,075 helpdesk tickets raised through the REC Portal, via email, or by telephone.
In February 2022, we implemented an instant chat channel, allowing users to get quick resolutions to simple queries on chat or have Service Desk ticket logged for progression.
Analysis of Service Desk tickets allows us to confirm that our processes, user guides and other documentation are fit for purpose. As part of continuous improvement, we've implemented a new process to flag areas of missing or incomplete information.
This list has been used as part of our preparation for the new Knowledge Repository - launched in April 2022.
Moving Forward
Known as REC Wiki, our new knowledge repository will be home to approximately 100 articles about different elements of the REC and wider retail market arrangements. The REC Wiki is a live feature, with additions, edits and new articles added all the time, as we understand how the needs of our stakeholders develop. The REC Wiki has its own search function, allowing REC Portal Users to interrogate for information using search terms, category tags, and more. And REC Wiki won't require you to log-in to access any of the articles, so you can share links with your colleagues as you need to.
Additionally, whilst current interactions with the Service Desk are primarily by email, we've seen an increase in Live Chat since it was introduced. We've listened to feedback that the current Service Desk area on the Portal doesn't allow you to follow progress of open tickets raised by phone, as call history is not attached. We plan to allow you to access the full histories for open and closed calls. This change is part of the Portal roadmap and will be communicated soon.
Sources of REC Service Desk traffic in the period to 31 March 2022