• Insufficient training opportunities
• New employees are often thrown into the deep end and end up only mastering the rudimentary basics of the software
• Long serving employees are often intimidated with new technology and don’t want to show their ignorance; leading to them not using the system
• Upgrades of the system are exceedingly difficult to implement as the employees are resistant to change
• Support staff in IT has to re-educate employees on how to use certain functions

Full-Marks has created a web-based, Intranet driven virtual helpdesk that allows organisations to train their employees in the various functions of operating software without having to attend a training seminar or even leave their designated workstations.

This system is more than a training system. Due to its easy accessibility via an Intranet, employees will use it as a help facility as well, providing training on the fly.

The system is fully interactive, with voice, read-text and animation. The users actually type in where they need to type, click where they need to click, and can see each and every step of the process in screen shots as if they were using the actual program.

The system covers all areas of the specified software that the client may require. Full-Marks will custom make each virtual helpdesk to suit every individual company’s needs. Thus we work closely with the organisation and determine their requirements in order to supply a solution that is exactly what they want.

A new addition to the virtual helpdesk is the self evaluation module. This module allows users to evaluate their skill level on any particular software and identify the areas that they have difficulties in. Once identified, a database captures the info and reminds them where they need to improve. An optional addition is to send an automated e-mail to management/training department that informs management which areas an employee needs to be skilled up.