Updated July 2015
The TAFN Helpdesk is a team of appointed representatives whose function it is to assist members and guests with technical issues relating to the use of the facilities provided by TAFN.
The primary focus of the helpdesk is to troubleshoot and attempt to resolve any issues that members or guests experience with downloading, installing, connecting to and using the voice chat client.
In Addition it is within the remit of the helpdesk to troubleshoot and attempt to resolve any other issues of a technical nature that members or guest may experience whilst trying to use the facilities provided by TAFN.
the helpdesk will operate between 9am and 5pm Monday to Friday
any enquiry out of hours will be dealt the next working day
apart from over seas members a time will be arange to suit both partys.
Outside the Remit
It is not the remit of the helpdesk or its team members to provide support on any other hardware or software problems that member’s or guests may have. TAFN does provide mechanisms for its members to obtain help and support from other members but it is not the responsibility of TAFN to guarantee that any advice or assistance provided will be accurate or not produce adverse results. Any helpdesk team member offering assistance on this basis will be doing so off their own back and not under the remit of the TAFN Helpdesk.
Helpdesk Team Members
All helpdesk team members will be appointed by request from the TAFN management team and it is the sole discretion of TAFN to request that someone no longer assist in this role if it so chooses. Whilst there is no specific criteria to qualify to be asked to join the helpdesk its members must be technically able to assist with problems as detailed here and be able to communicate clearly and politely at all times. All helpdesk team members will be asked to agree to abide by a volunteer agreement.
Executive Committee member in charge of the Helpdesk
There will be one member of the Executive Committee whose responsibility it will be to oversee the overall function of the helpdesk and to drive forward its future development.
Helpdesk Team Leader
A Helpdesk Team Leader will be appointed by the Executive Committee to ensure that the day to day function of the helpdesk is carried out satisfactorily and to make sure that all requests received via the helpdesk are attended to in good time and to a suitable resolution. It will be the responsibility of this person to communicate the on going performance of the helpdesk and highlight any issues that need addressing to the Executive Committee member in charge of the Helpdesk. It is acceptable for the Helpdesk Team Leader and the Executive Committee member in charge of the Helpdesk to be the same person.
Mechanism for achieving objectives
The main method of communicating amongst the helpdesk team members will be the TAFN support email list. This list will be used to receive request for help from members and guests and also to discuss resolutions amongst members of the helpdesk and co-ordinate the process of delivering the necessary support to the member or guest. Members or guests needing support can contact the helpdesk team by emailing either email@example.com or firstname.lastname@example.org. Any helpdesk team member able and available to assist with the request should then contact the member or guest directly and also must inform the support list that they are attempting to do so. Once they have made contact with the member they may choose to assist them via any method agreeable to both parties such as email, phone, Skype etc. Team members must be careful not to share any details such as phone numbers etc. with anyone other than those that need it and only with the permission of the guest or member. For example if the problem is being passed from one helpdesk member to another and the chosen method of communication is phone then the phone number should be sent directly between the helpdesk members in a private email and not via the support list. The support list should be kept informed of progress of the issue so that the helpdesk team leader can be aware of the status and progress of all issues and ensure that they are resolved. A variety of resources will be made available to helpdesk team members to aid them in the resolution of issues such as documents containing instructions to resolve common problems and details of this will be made clear to team members when they take up the role. The Helpdesk Team Leader or the Executive Committee member in charge of the helpdesk may from time to time wish to hold meetings with the helpdesk members for purposes of developing the function or to address issues that may arise.
Visibility of the helpdesk and its members
The existence of the helpdesk and how to contact it will be detailed in the welcome pack, on a dedicated page on the public web site with a simple URL such as www.tafn.org.uk/helpdesk and also via the weekly announcement email that goes on the main and announcement list. A list of people who are on the team will appear on the web page as mentioned above.
Future possible enhancements
These include the expansion of methods for contacting the helpdesk such as a dedicated phone number with messaging service, or a Skype address. Additionally an automated system for tracking and documenting requests for help may be employed if felt appropriate.
A review of the team will take place at least once a year by the helpdesk team leader and the executive committee and changes to this terms of reference or the size or remit of the team or its members may occur as a result of this.
Miscellaneous and Transitional points
The membership should be informed of the changes and be in no doubt of the remit of the new team.
members are encouraged to seek support outside of the remit of the helpdesk through other means such as the tech list.
The Executive Committee member in charge of the helpdesk is Mark Tyler and Mark will also take on the roll of Helpdesk team leader.
All help is at the guest or members own risk
and TAFN or any of the helpdesk team cant be held responsible.