NetSpot provides a unique end user support service for both staff and students seven days a week via phone and email. The service provides timely access to support on how to use Moodle without the need to train internal help desk staff in supporting an additional application.

Providing specialist Help Desk support to staff and students for new systems can prove a challenge, not only in acquiring deep functional and technical knowledge but also in:

• recruitment and retention of capable staff
• providing training and access to knowledge
• balancing peak loads associated with the academic calendar and the ever increasing demands of students for support.

NetSpot's Help Desk service has assisted over 8,800 students across Australia with help desk requests. For the institutions, this service helps to:

• Reduce the burden on higher-level IT staff
• Handle peak support load more effectively
• Gain access to more skilled resources
• Provide extended support hours to students
• Reduce response and resolution times.

Extend Your Support Capability
NetSpot operates an extended-hours Help Desk for both students and staff. It operates within Australia 365 days of the year and is available via a national free-call number or email. NetSpot's Help Desk achieved more than 94% of expected Service Level Agreement targets last year. The team has a well developed knowledge of eLearning products built across experience with multiple higher education institutions. As well as maintaining an internal knowledge base, they have direct access to developers and the network operations team making it easier for call escalation and resolution

Help Desk Features

• 365 days a year coverage
• Live phone support along with email and web
• Support for major learning management systems and desktop troubleshooting
• Performance tracking and reporting
• Over 80% of requests responded to within four hours

The NetSpot Help Desk provides support for:

• Moodle tools for both staff and students
• Commonly used web browsers
• Configuration and troubleshooting of personal firewalls
• Installation and troubleshooting common browser plug-ins such as Adobe
  Acrobat
• Preliminary investigation of internet connectivity issues (to establish if access
  issues are ISP related)
• Login issues (determining if a password issue, or enrolment issue)
• Redirection of 'out of scope' issues to the relevant party.

Our experience with various institutions is that in some cases over 30% of help desk requests fall outside of business hours. An extended help desk service like the one offered by NetSpot can capture the vast majority of these and enhances student and staff satisfaction with the learning platform. Whilst our core service is to provide a broad coverage of extended hours support we can also provide after hours only or weekends only support models.

Support Method
Phone or Email

Time (AEST)
Monday-Friday, 8am-10pm,
Sat, Sun, Public Holidays - 9am-5pm

Target Resolution
80% within 4 hours


The NetSpot Difference
"Our overall experience with the Helpdesk team at NetSpot has always been outstanding. The team are keen to assist with even the simplest requests and are
always professional, friendly and courteous. The teams unique ability to follow through on requests made, is one which is not only efficient and timely but one which reflects quality standards".
Australian Catholic University