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GEMS Help Desk - Help Them to Help Us

The GEMS Help Desk consists of staffs that were trained to help in solving problems that might be encountered by GEMS users. We can call them at 238 2407 during normal working hours or send an email to gems.helpdesk@psd.gov.bn about the problems encountered in GEMS. Provided below are useful information about what to do before calling or emailing the Help Desk, the Help Desk service scope, their operation hours and some communication tips that we can use whenever we call or email them:

Check with Local Trainer's Network

Trainers Network members act as local Subject Matter Experts (SMEs) in our department therefore it is good practice to check our problems with them before calling or emailing the Help Desk. Find out more about our local Trainers Network by going to GEMS Trainers Network – Enabling Us With GEMS.

GEMS Help Desk Service Scope

What they can help us with	What they cannot help us with
Resetting forgotten passwords The GEMS Help Desk will liaise with a GEMS administrator to reset our password Providing guidance on how to navigate through GEMS and advice on relevant process workflows Escalating any technical problems encountered to the right people to handle Escalating any issues with regards to policies and/or processes to the right governing body	Solving internet connectivity such as slow connection due to heavy traffic in the internal network Solving no connectivity due to the server being down Fixing desktop computers and/or laptops problem that does not comply with GEMS technical requirements

Operational Hours

Normal working days from 7.45am to 4.30pm except for Fridays, Sundays and Public Holidays.

Inquiry Communication Tips

Whether we are making a call or emailing the Help Desk team, we should have our User Information and Problem Information prepared to make the inquiry clear, comprehensive and complete.

User Information

Name - Provide them with a name and how we would like to be addressed

GEMS Role - Tell them what our role is in GEMS (Eg. HR User, HR Authority Approver, Line Manager or Self Service User)

Work Location - Tell them where we are from (Eg. Public Service Department or Audit Department)

Contact Number - Provide them with details on how they can contact us in the future

Email Address – Give them an email address that they can use to communicate with us

User ID Number - Let them know what our User ID is for recording purposes. (Note : Never reveal our personal password.)

Problem Information

Problem Title : Summarize the problem with a quick title so our Help Desk team can quickly understand the situation at hand. (Eg. Accidental Approval of Online Application)

Problem Description : Describe the situation of problem and provide a reason of why it is a problem whenever possible.

Email Tip:

Support the description of the problem with screen shots samples whenever possible. Providing the Help Desk team with a visual perspective will help them understand the problem better. Refer to the example below:

**Extra Tip! To make a screen shot, simply follow 3 simple steps:

Step 1 : Ensure the screen you want to capture is displayed on your computer

Step 2 : Press the Print Screen button on your key board

Step 3 : Right-click your mouse and paste it onto the document you want to use.

Phone Tip :

There may be cases where the Help Desk will need some time to investigate before providing us with a solution. In such situation, always remember to obtain the following information before ending the telephone conversation:

Name of Help Desk Member - The person attending to the call is responsible in finding a solution. Obtain the name of the person so we know who to refer to with regards to the problem.
Report Number - This is a reference number that is tied to the problem that was reported. Take a note of it for easy referencing in the future. (Please note that there will not be a report number if the problem was solved during the telephone call)

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