Reactive tasks (including complaints and service omissions) are received by the NJC helpdesk via email or telephone from our customers. Reactive jobs are then created with accurate priorities with target response and completion deadlines.
The reactive task is then distributed by email to the management team responsible for the task. Reactive tasks are received and responded to on the move by web enabled smartphone (BlackBerry or similar). The management team report to the helpdesk with progress, updates, completion times and work details.
The helpdesk then update the task on the system and email notifications are automatically sent out to our customer contacts to keep them informed. Reactive tasks can be viewed on AMONET where specific reports can be generated directly into PDF and data can be filtered and exported to Excel or CSV.
Users of the AMONET system can view incomplete tasks, view on hold tasks, search task history, view the helpdesk activity log and even create their own reactive tasks online without going through the helpdesk. Standard priorities for reactive service requests are as follows (R = response, C = completion): Emergency (R = 30mins, C = 60mins) Urgent (R = 1hr, C = 2hrs) Normal ( R = 2hrs, C = 24hrs) Non-urgent (R= 2days, C = 7days)