GATORSystems Help Desk technicians are experienced managers and users of the GATORS® software package. The GATORSystems Help Desk process actually uses the GATORS® software application to track, assign, escalate, and resolve problems encountered by users. Following is a description of the GATORSystems workflow for discovering, reporting and solving a problem.

The GATORSystems Help Desk process starts when a user of the GATORS® application has a problem. The problem may be anything connected with GATORS® such as a "how to" question, or a report that will not run, or an error message.

The GATORS® user has two courses of action that s/he may take. A GATORS® user may try to resolve the problem by doing a search in the online GATORS® Manual. If the answer is found, the user can then apply this knowledge and resolve the issue himself/herself. However, if the solution is not found, s/he can contact the Help Desk via phone or email for application support.

The Help Desk technician will gather the information necessary to log and further describe the problem, and will follow his/her regular procedures for assigning, resolving and closing the problem.

If the Help Desk technician determines that it is a GATORS® application issue, s/he may select one of three alternatives to solve it. (1) If it is a problem the technician has seen before and knows how to solve, s/he will give the end user the answer. (2) On the other hand, if the technician does not know the answer, the technician may search the knowledge base for the answer. Again, if the technician finds the answer, s/he will tell the end user and resolve the problem following appropriate procedures. (3) Finally, if the technician cannot find the answer, s/he will contact the GATORSystems Subject Matter Expert, usually a software programmer. The technician is responsible for logging the ticket, for following up with the user as to the status of the issue, and finally contacting the end user with the problem resolution.

To contact the Help Desk, call 1-888-873-0013. Or email at GATORSRetail@fiserv.com.