PEPFAR help desk20 Feb 2016
PEPFAR’s centrally supported system user base includes users worldwide, each operating in extremely diverse working environments with unique systems and tools. Our global audience works in low- and middle-income settings and at times, low-bandwidth settings. As a result, every ticket has unique requirements: it is not a one-size-fits-all environment. Our support personnel research and analyze every ticket to provide a solution to the end user, keeping in mind that our mission-driven end users are often on a very tight deadline to submit or obtain their data.
BAO Systems has helped PEPFAR build the User Support team and help desk tool from the ground up since 2015 and is now the central triage point for over 24,000 end users. We manage the ZenDesk platform for PEPFAR centrally support systems and various work streams. Since its inception, BAO Systems has led the User Support team and structure, and we continue to iterate and improve upon processes while investing in expansion via ZenDesk features. The User Support team triages incoming tickets from end users across five major channels and over 20 sub-channels, leveraging over 300 macros that represent the full scope of the centrally supported PEPFAR PRIME Systems ecosystem, routing those incoming tickets to subject matter experts, as necessary.
To ensure timely, accurate, and reliable support that is responsive to every user in need, BAO ensures broad knowledge across all PEPFAR systems products and data streams for our Tier 1 Support agents, allowing them to effectively triage and address issues that can be resolved quickly (password resets) to more complex issues that need to be routed to technical teams for resolution. Our team works with an “empathy first” ethos, recognizing that our broad base of users from across the globe has diverse needs and equities in the data systems we support.