Manila – The Institute for Labor Studies, through the Advocacy and Publications Division (APD), launched its online IT HelpDesk portal for its employees and officials via a training session held via Zoom last April 12, 2021.
The ILS-APD IT HelpDesk is an online facility where end-users can submit IT service requests which allows the IT team to respond in a more organized and timely manner. It will replace the Online Service Request (OSR) currently housed in Microsoft Teams.
Salient features of this ticketing system are as follows: 1) single dashboard to monitor requests; 2) ticketing system are assigned with ticket numbers so both the IT and the end-user can track the progress of each ticket; 3) real-time notifications; 4) data analytics; and feedback mechanism.
The initiative is part of the Institute’s continuing program to service all the remote IT needs of its employees given the current Alternative Work Arrangement (AWA) /Work from Home (WFH) set-up in, and in compliance with government protocols to curb the spread of COVID-19 in the workplace.