IT · Live demo
Site office IT support line
Answers IT calls from remote site offices, checks known outages first, walks staff through simple fixes and sends everything else to an engineer with the details.
Talk to Hana at Stonecurlew Mining Services
Stonecurlew Mining Services is made up. Hana is a real agent, set up the way we would set one up for your team. Talk or type and ask what your staff would ask.
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The problem
Site offices sit hours from head office on satellite links, with a shared printer, a few laptops and a stack of tablets. When something breaks, the crew phones the two engineers directly, and a dropped link at one site stops a morning's planning while the calls pile up.
How it works
- Answers IT calls and chats from every site office, from the 6am start
- Checks the outage list first, so a known problem gets an answer and a fix time straight away
- Walks staff through the simple fixes in the IT guides, such as a backup router restart or a printer jam
- Logs anything else with the site, the device and what has already been tried
- Never resets passwords or sign-in codes. Those go to an engineer after an identity check
- Pages the on-call engineer at once for a site that cannot work or a security issue
What it connects to
- Mick (site supervisor, Bindarra)Morning Hana, the internet's dead at the Bindarra site office and nobody can open the shift plans.
- AgentMorning Mick. It's a known fault: storm damage to the satellite dish overnight, logged as INC-2207 at 5.40am, and the carrier's technician expects to fix it by 11am. The 4G backup router in the comms cabinet should have taken over. Is its light green or red?
- Mick (site supervisor, Bindarra)Red.
- AgentThen it needs a restart. Switch it off at the wall, wait ten seconds and switch it back on. It takes about three minutes to connect.
- Mick (site supervisor, Bindarra)Okay, it's green now and the shift plans are loading.
- AgentGood. I've noted on INC-2207 that Bindarra is running on the backup link, and I'll message you when the satellite is fixed.
Illustrative conversation. Names, numbers and details are made up.
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