Our IT helpdesk which is currently based on three level support is managed by dedicated IT Helpdesk software. This software enables you to log and track your own support requests, as well take control of current jobs which are in progress. This feature which is available through your web browser puts you in control, or simply enables you to monitor the progress of current jobs.
Each support request is confirmed to you via its own ticket number which is subsequently used to track calls from that point onwards. Closed and concluded calls can be re-opened or archived for later use. Archived calls are used to build up a knowledge-base and history which can then be used to resolve similar problems more quickly and efficiently.
Our IT helpdesk can be contacted in 3 ways, by email, by a dedicated IT support line number, or by logging your own calls through your web browser.
The majority of our work is performed by remotely taking control of your servers and desktops directly from our helpdesk. This makes our service much more efficient to you as you don’t have to wait for an engineer to arrive. It also gives us greater access to technical resources which are based here.
Our helpdesk is manned by IT professionals between the hours of 9am and 5pm.
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