Helpdesk

Help desk services

The section of help desk and User support is comprised of a helpdesk manager, 2 supervisors, 2 staffs in Efate Island and 5 ICT support officers in other provinces.

The role of this section is to provide for the end User a reliable, efficient and time saving services. The main objective is to minimise timeline of an issue that occurs. The services provided for the ministries and government departments differ from a simple basic plugging of cables to fixing hardware and software matters. A remote software program is used nowadays to remotely fix software issues.

The helpdesk has also services in other provinces. This project of decentralisation of services was rolled out in 2018. Five ICT support officers where posted in the Malampa province, Penama Province, Torba province, Sanma province and Tafea province.

ICT Support in the Provinces

The Office of Government Chief Information Officer has its services decentralized in the provinces. Currently we have 4 officers posted in these namely provinces, Tafea, Malampa, Sanma and Torba. The situation in Penama Province is still pending due to Office Space and Accommodation.

These officers are making sure that the end users in these provinces will have an efficient and reliable ICT services. OGCIO is aiming to provide quality, professional and efficient services to our end users across all government line agencies and advise on the best possible solutions, and appropriate actions such as;

Faster response time to problem solving issues,
Advice end users to protect computers during disasters,
Advice end users on securing confidential data during disasters,
Advise users on necessary actions, that needs to be taken seriously,
Promoting government services in terms of accessing email and other services on mobile phones and other end devices, and
Track and log all calls, and follow up in a timely manner.

Below are some specific tasks that are taken care off by our ICT Support Officers in these Provinces.