GDPR – Logging of support cases with our service desk

GDPR – Logging of support cases with our service desk

You have probably heard by now about the new Data Protections laws better known as GDPR which came into effect earlier this year. These are important changes to how Personal Data is managed and stored and effects every business. Due to the nature of work our service desk team carry out every day with your Time and Attendance systems we have been reviewing our own internal and customer support processes to ensure these align to the GDPR requirements. We have been introducing these changes gradually over the course of the year and we are now ready to implement a further change which will directly affect how you place a support case with the team.

From the 1st October 2018, we have implemented a new process to better manage and protect the data we receive from our customers when a new case is logged. This will ensure any data supplied is collected, stored and managed in the correct way. We wanted to provide you all with more detail regarding this and how it will affect your business when logging a call with our service desk.

What is Personal Data?

Personal data is information that relates to an identified or identifiable individual. What identifies an individual could be as simple as a name or a number or could include other identifiers such as an IP address or a cookie identifier, or other factors. By itself, a name does not usually identify an individual, but if another item of personal information (such as a person’s address, phone number, email address, or even IP address) is combined with a person’s name, then the combination is viewed as Personal Data.

 

How does this effect logging a case with the service desk?

As you may know, all initial support cases are managed by our 1st and 2nd Line colleagues based at our offshore service desk, which means consent has to been obtained from the customer prior to the team being able to provide remote support and also enables them to view employee data required to investigate and resolve your case.

 

What If I need to add examples to explain my case in more detail?

If you do need to provide any examples which relate to an employee record issue please only send the employee clock number  (Person code). This is all the engineer requires to investigate your case. The support engineer who contacts you will ask for further details about your case and will gather examples which will be added to your case notes as work is underway. These are then only accessible to the WFM support team and are held within a secure environment.

 

What about Screenshots?

Screenshots are our biggest concern. Unfortunately, it’s very easy while taking a screenshot of an error message to not notice employee data behind it. As a result, we would ask our customers to kindly not send us any screenshots when raising a case via our online support portal or via email. If you can, however, provide any errors codes, this would enable us to assign your case to a support engineer. Any required screenshots will be gathered by your WFM support engineer.

 

What happens to my case if I accidentally include Personal Data?

Unfortunately, cases raised via our online support portal or email service that contain Personal Data will be deleted and you will receive an email from the support team requesting the case be raised again without the Personal Data included. This may seem extreme, however, at CapitaWFM we take customer data protection very seriously and need to ensure Personal Data is collected in the correct way and only what is required to resolve your case.

 

Emailed Cases

As part of our GDPR review, from the 1st November the ability to log support cases via email will be switched off and you will be directed to our online support portal and service desk contact numbers. You can find out more regarding the online support portal below.

 

What is the online support portal and how do I sign up?

Our WFM service desk team are always looking for ways to improve the service we deliver to our customers and our customer portal is a very popular way for customers to manage their support requirements. Using our online support portal allows you to:

  • Log and view your support cases
  • View and respond to responses from your support engineer
  • Place orders
  • Access to our online knowledge base and training video library

If you haven’t already got a Portal account and you would like one, please contact your account manager or speak to our support team the next time you contact us.

 

Any queries

If you have any queries regarding the above please don’t hesitate to contact Daniel Busson or your account manager and we thank you for your patience and understanding.