End User Support

Support Structure

Essex splits Service Desk support into two categories, Application Support and Desktop Support. The Application Support group provides day-to-day support to end users for the Yardi Voyager application. Issues outside of the Yardi Voyager application itself, including report printing issues, are handled by the Desktop Support group. All support incidents are logged into the IT Department’s issue tracking system (ServiceDesk Plus).

Desktop & Application Support

All issues reported to IT Helpline either by phone call, e-mail or voicemail are logged in the issue tracking application. Upon closure of an issue, the end user is notified by e-mail and directed to contact the Service Desk if they do not believe their issue is resolved.

Service Level Agreement

The Service Desk has a policy to respond to each service request within 24 business hours (i.e next business day). The Service Desk also has a policy to use best effort to resolve issues within 48 business hours (not including time spent waiting for user responses or external vendors / partners). If issues take longer to be resolved requester is informed via the ticketing system.

Prioritization

Unless otherwise noted by the reporter, each issue is treated as the same priority. If the reported incident or request indicates a high priority, or technician believes the issue is a high priority, the technician is always free to engage additional resources to ensure the issue is resolved in a timely basis.

Escalation

If an end-user feels their issue is not being addressed in a timely manner, they are able to contact the Service Desk managers or Chief Technology Officers They will ensure that the appropriate resources are directed at the resolution of the issue.

Last updated:
September 15, 2017