BES WebDesk Manual 1.1

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Introduction ……….………... 3

Web Address ……….……… 3

Adding a New User Account ……….. 4

Login into the Website ………. 5

Members Home Page ……….. 6

How to Change details of my Profile ………. 7

How to Change my Password ……… 8

Quick Search Function ……… 9

Logging a Service Repair ……… 10

Logging a Service Repair with Multiple Serial Numbers ……… 11

Viewing Repairs Status ……….. 12

Viewing Helpdesk Ticket Status ……….………….. 14

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WebDesk is the new management tool created by BES Information Technology Systems to give you, our valued client easy access for Network Maintenance and Repair Service requests and a full reporting tool.

Complete information is now at your fingertips on all calls logged by your company. There’s no need to call for reporting, just follow the prompts and all the information you require is available for your perusal, when you require it at any time.

Logging repairs is just as simple, no more phone calls just go to WebDesk.

This tracking tool allows you to have data access to give you the accurate information on all your queries to complete your management reports.

BES will continue to perfect this website and look forward to the feed back from you our client.

Web Address:

1: BES WebDesk site link is: https://webdesk.bes.com.au

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1: To add a new account to WebDesk, select “Register” button from the left hand side menu.

2: After the page has loaded, please enter your email address and desired password.

Note:

This will create an individual login. If you want to access your company/school data you will need to call BES and have your login linked to the

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1: To log into WebDesk please select the “Login” button on the top of the screen.

2: Once the page has loaded, please enter you “Login Email” address and “Password” in the fields.

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From the Home Page a user can accomplish the following tasks.

• Add a new Service Request

• Search current and historic Service Requests

• Search current and historic Help Desk Ticket

• Drivers Download

• Build and Print your reports

• Update your profile

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1: To change any details on your Profile, please Login to the WebDesk and select the “My Profile” button from the left hand side menu.

2: To change any details for your profile, please click on the field you want to change and amend the data.

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To change your password, please Login to the web desk and select the “Change Password” button from the left hand side menu.

2: You will be asked for the old password, the new password and confirmation of the new password.

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The Quick Search Function allows you to fine a Repair or Help Ticket by there unique indentication number.

1: To use the Quick Search function, select “Quick Search” from the left hand side menu.

2: Under repairs, you can search by Repair Number, Service Request number, Serial Number, and Case Number.

Or

Under Help Desk Tickets, you can search by Ticket Number.

3: To perform a search, please enter the parameter into the field you want to search, and then select the “Search Button”.

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There are two ways that you can book a service repair; one is to book it under your Profile or to book it under different credentials.

1: To log a New Service Repair select “Service Repair” from the left hand side menu. 2: To log a repair under your Profile. Please select “Load My Profile”. This will load your

details into the form.

3: Now you only need to add the following details, Under Warranty, Repair Type, Model, Serial Number, Fault Description, Location (optional) and Notes (optional).

4: Multiple Serial Numbers can be added to the same repair request if they have the same fault & Model. Click “Show Multiple Serial Numbers” and you can now add up to an extra 6 serial numbers.

5: To submit the service request, please select “Send Request”. WebDesk will then provide you with a Service Request Number. With the Service Request Number you can track all activity on this repair. Via the web site, email or by phoning our Service Administration team. (Please note that if you do not receive a confirmation page, your Request has not been received. You may need to re-enter the repair.)

6: “Different Credentials” If you choose to log a Service Request under different credentials don’t use the “Load My Profile” feature and work down each field and key the relevant details you require.

Note:

1: You can correct any details by typing directly into the field required.

2: Please note that if you do not receive a confirmation page, your Request has not been received. You may have to rebook the repair.

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1: To complete a request for multiple serial numbers that have the same Fault & Model number, click “Show Multiple Serial Number” button.

2: You can now add your extra serial numbers to the Service Request

For logging the repair please see instructions Logging a Service Repair page 10

Note:

You can only book up to 7 repairs per service request. To log more than 7 repairs, Please complete a second Service Request.

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1: To view the status of previously logged repairs, click on the “Repairs List” button from the left hand side menu.

2: Select the status of the repairs you want to view from the drop down menu.

Options: Awaiting Customer Machine, Awaiting Parts, Cancelled, Closed, and Repair in Process etc.

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1: To view the status of perversely logged Helpdesk tickets, click on the “All Tickets” button from the left hand side menu.

2: Select the status of the Tickets you want to view from the drop down menu. Options: Open, Closed, Cancelled or All

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For further help on WebDesk please use the following contact.

1. Email: [email protected]

2. Phone BES HelpDesk : 3340 5560