FRONTLINE SUPPORT WHEN YOU NEED IT
Our helpdesk staff are the rarest of creatures: friendly, technically astute humans who enunciate and talk to you as if you were human too.
Available to reach via telephone, email or via a front-end client portal, we make it as easy as possible to create and update tickets, as well as receive updates on progress.
We have a firm commitment to ensuring that our helpdesk staff are cross-network trained so that none of our customers is reliant upon a solitary member of our support team as the only techy that understands their systems.
Having worked hard to modernise your workplace and ensure no single-point-of-failure exists with your technology, it makes perfect sense to us to extend that ethos to the support we provide for you as a customer.
We ensure each customer is allocated a primary technician or technical account manager, whilst also striving to ensure that person’s knowledge of your network and systems is:
A) Fully documented
B) Shared around the team on an iterative basis
This ensures that the technician you talk to will have an understanding of who you are, the systems in place for your organisation and the technology with which you are having difficulty.
On the rare occasions when our first-line guys don’t have the requisite knowledge to address your issue, we have processes in place to ensure swift escalation to the appropriately skilled engineer (often your allocated primary technician).