Why the Help Desk Is Important

Whenever problems are encountered in WriteRAP and you need to seek help, you will often hear a CMS person tell you to contact the help desk. We're not just passing the buck, though.

Two key reasons for contacting the help desk are:

1. Help desk requests/issues can be tracked and monitored. This tracking can assist in finding problems that are beyond a single user or project that need resolution, help in determining adequate response to issues, etc. If we don't have the tracking data, this sort of measuring is much more difficult to do.
2. Help desk requests, especially as we are learning WriteRAP, provide opportunities for the help desk staff to learn, making them more efficient and knowledgeable in the future and spreading the knowledge and experience across a wider Pearson.

Currently, the help desk works on resolving problems as fast as they can, targeting a resolution within 24 hours. But that doesn't mean the help desk starts looking at the problem at hour 22. They are, instead, looking at it very quickly and answering as fast as possible. Sometimes, they need to escalate issues up to the CMS Structured Authoring team, where we assist in the problem resolution. This enables the help desk as well to better and more quickly resolve a like issue in the future.

If you come to us with a problem, we will, of course, work diligently to resolve it as quickly as possible, but don't be surprised if we ask you to inform the help desk of this issue (even if it has been resolved).