Helpdesk Working Group

The Helpdesk Working Group designs a Helpdesk Federating Capability (FC‑3) that enables individual EOSC Nodes to cooperate in supporting users across the EOSC Federation.

The Working Group develops the architecture of the federated helpdesk, establishes a functional‑management model that defines roles, escalation paths and cross‑Node coordination, and develops operational workflows covering ticket routing, escalation and resolution together with workflow guidelines.

In addition, the Helpdesk Working Group will maintain the technical, organisational and compliance requirements for nodes to join FC‑3 and define federated‑support policies including incident classification, service‑request categorisation and shared knowledge‑base management.