New online helpdesk set to go live

The university’s brand new online helpdesk goes live this month.

The LJMU Assist portal will be introduced from Monday 17 November to deliver a significantly enhanced user experience for staff and students.

About LJMU Assist

LJMU Assist is a new enterprise service management platform introduced to streamline support and elevate service delivery across the university. This innovative digital hub serves as a central point for managing requests, resolving issues and accessing a wide range of services. 

The platform encompasses IT Services, Library Services, Finance, Registry Services and Data Protection, ensuring comprehensive support across university operations. 
LJMU Assist will replace the previous HelpMe system throughout all university digital platforms. This transition marks a significant step in improving the efficiency and accessibility of support across LJMU. 

Key features of LJMU Assist 

The LJMU Assist portal offers an ergonomic and intuitive interface designed for both staff and students. 

Through this portal, users can easily raise service requests, explore the range of available support services and monitor the progress of any ongoing enquiries.

Additionally, the portal provides access to an extensive knowledge base of help articles to empower users to resolve common issues independently.

AI assistant and live chat 

Introducing LJ, the new AI assistant at LJMU, who joins the support team with the aim of assisting with enquiries and providing timely help. 

LJ was named following a university-wide competition involving staff and students. The AI assistant can be accessed via the help pages and within the LJMU Assist Portal, offering support around the clock, 24 hours a day, 365 days a year. 

If LJ cannot resolve an issue, the assistant will either connect the user to a member of staff during standard helpdesk hours or create a service request and direct it to the most suitable team. 

Users who prefer to speak directly with a staff member simply need to inform LJ and, if available, a human agent will be connected. 

Currently, LJ has access to all LJMU webpages and every knowledge article contained within LJMU Assist. As training progresses, LJ will be equipped with further sources of support information, continually expanding the assistant’s ability to help. 

Support and guidance

While the LJMU Assist portal has been designed to be highly intuitive, additional support is available to ensure users can navigate the system effectively and make the most of its features. You can view an instructional video to help you.