Procurement Helpdesk System - Guidance for Customers

The Procurement Helpdesk is a tool designed to be one of the methods of communication between the Trust and Procurement. Please note this replaces the generic procurement email address previously used and should be the method for any queries related to eprocurement or where you are unsure of who to contact within Procurement.

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Noesis-Cloud

1. Telephone Enquiries

**Call us on 020 7101 7004 between 09:00 and 17:00 Monday to Friday**

- Please call the number and choose the option for your Trust - One of our helpdesk team members will answer the call to deal with your enquiry or you will be held in a queue and then directed when a team member becomes free - Your query will be raised by the helpdesk team and logged on the system where you will receive a notification with the notification number - You can track your enquiry by clicking on the link in the email, or for ease, please register on the system where you will be able to keep track of your existing enquiry as well as all your historical logged enquiries.

2. Raise and Enquiry Online

**Log your query online at: https://smarttogether.noesis-cloud.co.uk**

Simply click "Contact" at the top of the page and then complete the fields on the form.

If you regularly raise enquiries, then it's easier to register. This can be done by clicking "Register" in the top right hand corner and completing the details requested.

Once registered, you will receive an email alert to advise you have registered and will need to validate your account.

Once validated, you will be able to view your enquiries online.

3. Logging an Enquiry

- Once you are logged in, click "Contact" and then :Log Enquiry" in the menu bar to log your enquiry. - This will automatically retrieve your profile and complete your personal information. - Please ensure you complete the additional fields and in particular the "Category" your query relates to and "subject" (this will make searching for your enquiry easier in the future). - Click "Submit" to submit your enquiry

Note! Please note that attachments cannot be added until you have submitted your initial enquiry. You can then visit the enquiry and add the attachments - this is for security reasons.

4. Viewing Enquiries

- Once you are logged in, click "Contact" and then "My Enquiries" to view a list of all the enquiries you have raised. - You are then able to see a full list of your logged enquiries and double click to open one. - Once you have opened the enquiry, attachments can be added, and all responses can be viewed. - In order to find enquiries more quickly, ensure you complete a "subject" when logging an enquiry and this is then visible in the list of enquiries. - To filter your enquiries, click on the button next to "And" (highlighted below) which will show the sub filter - You can add a filter to any field in the columns in the list - To clear a filter, click on "X" next to the sub filter and click "Apply"

Where an enquiry has been closed, it can be reopened if there is more information required. You can do this in three ways: 1. Click the link in the email 2. Reply to the email 3. Open the enquiry and post a response and click "Submit" Each of these methods will automatically reopen the enquiry unless it has been finally closed by an agent,

5. Sending an enquiry via email

You can email your enquiry to **helpdesk@smarttogether.noesis-cloud.co.uk**

Emailing the above address will automatically create an enquiry for you. However its should be used if only a small quantity of queries are raised. By registering, you will be able to see the log of all your previous and new enquiries.

Important! When sending an email to the Helpdesk please ensure that no other person is copied otherwise if "reply all" is clicked, duplicate enquiries may be raised.

If you require information to be sent to other colleagues in your trust, please do this outside the Helpdesk tool and via a separate email / conversation. The help desk should be used to liaise with procurement only. You can request that colleagues are added to an enquiry and they will automatically be notified of any comments and will be able to engage. Request this as a response.

If you are aware of the appropriate colleague in procurement - you are also able to email directly to this colleague.