International Help Desk

The Help Desk provides an online knowledgebase to provide immediate answers to the most frequently asked technical questions about the Networking Academy. More complex questions can be submitted by e-mail to a 24-hour support team. In 2007, an instructional support team was piloted as part of the new Instructor professional development program.

Each end user has access to a personal area of the knowledge management tool, with a listing of previously and currently submitted questions and their associated responses. In addition, end users can sign up for automatic notification when an answer is modified. This option keeps users informed of changes in business rules, processes and procedures. There is an area to provide feedback and suggestions for improvement.

The call center is staffed 24 hours a day, 7 days a week, and 365 days a year for all four methods of contact: online, phone, chat, and fax. Language support is available in English, French, German, Spanish, Portuguese, Chinese, Japanese, and Arabic.

The Help Desk also provides NetAcad Maintenance to enable Instructors to download IOS images.