Introducing a new way of support by providing our IFADAH Focal points in all the cluster at PDO with elevated access rights (HSE IFADAH Help Desk) are responsible for the following:

• Provide guidance to users on:
  • How to report incidents correctly.
  • Which department the event should be reported under.
  • Identifying the appropriate “Responsible Supervisor".
• Assist in handling anonymously reported incidents by:
  • Assigning a responsible supervisor based on the location/site of the incident.
• Redirect all system-related issues to the IT support teams through Digital Gateways.
• Support the validation process by:
  • Approving or rejecting validation/invalidation requests submitted by the “Responsible Supervisor.”
  • Reopening incidents marked as invalid if they are deemed valid.
  • Progressing incidents to “Invalid” status if confirmed as such.
• Help end users redirect incidents to the correct department or responsible supervisor.
• If the correct assignee is unclear, coordinate with relevant line management to determine proper assignment.