The Helpdesk is at the core of our customer service. We understand how annoying it can be when you encounter IT issues, especially if they are preventing you from getting on with your work.
As an essential part of our IT Managed Services, our Helpdesk team are committed to getting you back on track as quickly as possible. Contact them by whatever method is best for you:
Our Helpdesk staff don’t only resolve problems, they also fulfil service requests such as setting up new computers, user accounts and email aliases.
We demand high standards from our team, which is why our Helpdesk consistently receives praise from our clients.
Every member of our Helpdesk team is highly skilled, dedicated, enthusiastic and passionate. They are all ITIL Foundation certified and hold at least one Microsoft certification.
All our engineers are trained to a very high level to ensure that service requests are not only completed against our published Standard Operating Procedures, but also produce consistently successful outcomes.
Our aim is to respond rapidly to urgent issues, as well as spending more time properly diagnosing less pressing problems.
Keeping up-to-date with IT-related developments is hugely important. That’s why we encourage our team to pool their ongoing learning and experience, and contribute to our collective knowledge management system. We do this through weekly reviews, as well as sharing relevant and interesting articles, and distributing tips and how-to guides for end-users.
In addition, our Helpdesk team has direct access to our third-line engineers who are able to take on the more complex issues. Ongoing incidents and problems are passed on to our Problem Management team who manage them independently.
The Problem Management team are responsible for diagnosing and understanding the root cause of issues raised through the service desk. This allows our Helpdesk team to be available to callers at all times, allowing them to be focused solely on restoring service and getting users back on track as swiftly as possible.