Our IT Helpdesk is an integral part of the support arrangement we agree with a customer.
Our IT Helpdesk technology operates as the control centre for all support tasks we perform for customers. All customers have a login to our Helpdesk portal, where they can request support. Each logged request is assigned to an appropriate engineer. The Helpdesk portal is available 24/7.
A high percentage of tasks our support team perform are completed remotely. Remote support sessions are initiated daily with customer staff to support swift resolution or to see first hand the issue a user is experiencing. Sessions can be performed by 1st line, 2nd line and 3rd line engineers.
Our support line is staffed 8am to 6pm, Monday to Friday. All our customers know that they can confidently reach an IT engineer when they call our support line. Calls to our support line are typically answered in under 20 seconds.
Customers can email a support request 24/7 365 days a year. It's an alternative to logging in to the Helpdesk portal. All support emails are logged within our Helpdesk system and allocated to an experience IT engineer, who will in turn respond as swiftly as they can.
We recognise that some customers need to have access to support outside traditional business hours. It's why we offer a 24/7 emergency support option to every customer, so if you need 24/7 support we will provide it.
For out of standard business hours support we set an internal service level that aims to have an engineer talking to a customer within 30 minutes.