‘55555 Hotline’ Digital Support Service Launched at HSE

HSE has established the ‘55555 Hotline’. Starting on May 14, you can get professional advice on using distance learning services (Webinar.ru, Zoom, MS Teams), as well as all HSE information systems and services. You can also ask questions about educational process digitalization at HSE University. These questions will be automatically transferred to the Degree Programmes Department.

Where can I get help?

Via email (recommended)

Email digital@hse.ru.

Via MyHSE Services Account (Unified Personal Account)

Contact us via the HSE hotline button (Горячая линия НИУ ВШЭ) and other IT-support services available on the MyHSE Services Account. The interface is in Russian at the moment but the English version will be added soon.

Via phone

Call +7 (495) 625-50-15 or multichannel +7 (495) 772-95-90 * 55555, or simply 55555 if you are using the HSE internal network.

HSE staff, faculty, and students can contact the support service using any of these channels. 55555 Hotline operators are available from Monday to Saturday, 8:00 a.m. to 8:00 p.m. Moscow time. Requests submitted electronically are processed 24/7.

How will I get help?

To get expert advice by calling the support hotline, you should select a topic using the tone mode keys (1 for MS Teams, 2 for ZOOM, 3 for Webinar.ru, and 0 for other IT-issues). The frontline operator submits your request form to the Jira Service Desk and provides necessary assistance.

If the user's request requires additional actions, the request is transferred to the another support line operator, who handles complex requests that require involvement of other specialists from the HSE digital office.

Telephone consultations are available to help faculty and staff who are experiencing difficulties submitting electronic applications.

What if my question isn't about IT?

This full scale support centre will be developed in three stages. The system architecture allows for expanding the hotline at the last (third stage), which will allow you to submit inquiries for other administrative issues, not only IT. Last week, HSE Rector Yaroslav Kuzminov expressed support for a proposal by Senior Director for Digital Transformation Alexey Chukarin to collaborate on this issue with other departments.

At the first stage, a single telephone channel integrating 22222 technical support service will be launched.

At the next (second) stage, separate tech support services of HSE faculties and divisions (beginning with tech support services of MIEM, the Faculty of Computer Science, and the Faculty of Business and Management) will be connected to the 55555 Hotline. Requests from users of these faculties will be processed by the Jira Service Desk and then automatically transferred to local user support services. At the same time, university-wide statistics will be aggregated on requests, monitoring and quality control of support, analysis and elimination of typical issues for HSE users. Establishing effective feedback will be an important feature of the new service.

How does it work?

To launch the 55555 Hotline our specialists undertook preparatory work to establish business processes for the contact centre, made improvements to the Jira Service Desk, installed software for hotline operators and volunteers, created work schedules of hotline operators, and developed regulatory documents and instructions for operators. The organizers also hold weekly courses on service work and user request processing. There are also plans to work out agreements on interaction with technical support services for HSE faculties and departments, as well as to continue training frontline support specialists and volunteers.

May 26, 2020