Branded channels provide a familiar experience for staff, students and customers using Norman. A simple divert/forward is all it takes to allow Norman to handle calls and emails on your behalf. Our chat service works seamlessly and uses clever Norman powered scripting to display at the right times, working in harmony with any local chat tools without the need for complex integration work.
The Norman Service Desk is staffed by experienced IT analysts who can quickly resolve issues with a particular focus on customer care. All of our staff are recruited for both their technical ability and customer service skills - with regular internal upskilling and training to ensure our analysts remain agile in an ever changing digital landscape.With a unique taxonomy lead approach to knowledge management, Norman can quickly establish customised knowledge articles and processes for your organisation.
The below is designed to highlight common queries and is not an exhaustive list of supported areas - our staff will always attempt to fully resolve queries.
Password and MFA resets or guidance of self-service tools, subject to agreed access.
Office 365, Google Workspace and other productivity tools.
Blackboard, Canvas, Moodle, Turnitin and Panopto and others.
Compromised account management, email spam/phishing advice and basic security guidance.
Basic support with Windows, macOS and Linux.
Problem detection and escalation based on call volume or automated alerts with escalation to key technical or management staff.
Borrowing and returning queries, including books and hardware. Support with fines and deadlines.
Remote support for room booking/management including facilities lookup and specialist software locations.
Support accessing and connecting to subscription services and ebooks/ejournals.
Signposting to appropriate support resources for help with finance and wellbeing queries.
Opening hours, transferring to security teams and help finding facilities.
Signposting to appropriate support resources and local teams.
Norman will automatically send you a daily handover report containing full and complete details of cases logged with simple outcomes indicating whether they are resolved or need further action. We anticipate most of the time a favorable solution can be found with minimal effort on your part to automatically import this data into your service management tool.Regular analytics on service performance are also provided via a daily updating dashboard providing volumetric and performance data such as fix rate by taxonomy, giving both visability into the service and highlighting opportunities for areas of improvement.
With over 15 years experience and more than 40 subscribers, Norman has become the de facto provider of out of hours support for universities in the UK. Many of Norman's subscribers have been long term members of the service and recognise the irreplaceable role Norman plays in their organisations support model. Norman also supports some commercial organisations with links to HE such as courseware providers and some international HE organisations such as The University of Sydney.
Our virtual assistant, Ari, will take some simple contact details and a member of our friendly team will get back to you within 48 hours.