Establishing First Line Support

An important aspect of any successful WISEflow Onboarding Project is ensuring that end-users are appropriately supported. At UNIwise we use a tiered support system where day-to-day first-line support for end-users is provided internally at the institution, but with the capacity for licence administrators to escalate issues to UNIwise's second-line support team, by raising tickets via Zendesk.

This approach has several benefits:

• Skilled support staff at the institution can diagnose reports to first eliminate any local problems that may not be system issues. Support staff can login as any user to diagnose the issues that have been encountered. Issues can then be triaged and escalated as appropriate,
• Minor issues can be resolved locally without the need for escalation which in turn helps establish an expert user base within the institution, and
• Solving the majority of issues at the first point of contact results in greater efficiency and end-user satisfaction.

Often this function is handled by internal IT Service Desks or Faculty/School-based system superusers (or a combination of both), but customers have the flexibility to decide how this is best organised at their respective institutions. There is a specific role in WISEflow, that of supporter, that can be granted to institution staff fulfilling this function. The UNIwise team will provide full training for supporters to help equip the team with the required knowledge to assist users at their institution.

Examples of institutional WISEflow support resources

The WISEflow Service Centre is available to all users, but as the use of WISEflow becomes increasingly established, institutions will often choose to create their own support resources tailored specifically to their circumstances and the needs of their student body. There are several outstanding examples of this available for your inspiration:

• The team at Brunel University has created their own internal support page for their students covering a wide array of contextualised tips and advice
• Aarhus University has established an online dedicated to digital assessments using WISEflow

Whilst dedicated internal resource pages are a great option, WISEflow also offers the opportunity for customisable support pages to be built into the system.