HelpDesk Consultant, Donna Potts visits Hardy Wine

18 May, 2005

In a recent initiative, HelpDesk Consultants are now making visits to client sites. The purpose is firstly, to provide a benefit to all clients with access to an experienced resource. Secondly, this will give our HelpDesk Consultants a better understanding of the demands and pressures faced by a payroll team. Clients have commented that they have really benefited from the visits. Neller would like to thank all our clients who have hosted the HelpDesk Consultants. This is an account of one of our consultants, Donna Potts, who was attached to Hardy Wine Company in Adelaide, SA. John Nolan from Hardy Wine thanked Donna for the visit, commenting that he found it a very worthwhile experience and Donna added great value.

Where were you attached and for how long?

DP: I was on Hardy Wine's site for a length of 3 days, working with Merwyn Percy, John Nolan, Amelia & Kelly in their payroll department.

Describe some of the duties you performed while you were there?

DP: I was an an observer the whole time I was there. While I was there, I also showed some of the staff our ESS and Extractor modules. I also worked on solving a typical HelpDesk issue.

Describe the feel of the environment.

DP: The office was certainly busy!, but they have structured procedures in place so I saw the range of duties that the department is responsible for.

How do you feel about the whole experience? What were the advantages and disadvantages?

DP: It was a great experience. It was good to see the types of issues that a pay office may come across during the course of their work. It's not often that we get to see these types of issues on the HelpDesk. It can be hard trying to solve someone's problem over the phone while not physically being there.

Would you be willing to do this again?

DP: Yes! It certainly helps our understanding of the issues that the client faces on a day-to-day basis.

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