Please note: Due to the “hands on” nature of some requests, we may have to dispatch engineers onsite if the support desk is unable to correct the issue.
This 8x7 Helpdesk allows for us to ensure that no matter what time a problem arises, someone will be available to take your call.
What you CAN expect:
- A competent and well trained Helpdesk staff, and a continuous improvement process to increase performance
- Fewer calls going to voicemail
- Shorter “time to answer”
- A service designed to handle 60-70% of the calls immediately and to escalate the remaining calls to specialized engineer staff promptly.
- An always-available point of contact to notify if you believe there is a significant system failure (who in turn will contact the appropriate engineer staff to address urgent problems immediately).
- Flexible staffing – we will increase staff numbers at peak times of the year to handle extra call volumes.
8:00AM - 5PM M-F / For EMERGENCIES phone 24x7