We offer both a telephone and email based helpdesk that is part of our standard support package.
The standard helpdesk support hours are 8am to 8pm Monday to Friday excluding public holidays. We can also offer extended support hours by prior arrangement.
The vast majority of our helpdesk calls are answered immediately by a helpdesk engineer. We do not use automated call queuing systems. In the rare event that an engineer is not immediately available to take a call, we will log the call on our helpdesk system and an engineer will call back, usually within minutes.
Unlike many support companies, we only staff our helpdesk with network engineers. This means that we have very few escalated issues that cannot be dealt with by the engineer who takes a call. This ‘flat’ helpdesk structure results in a significant reduction in the time it takes to resolve issues.
In addition to handling support incidents, the helpdesk also handles network maintenance tasks on behalf of our customers, especially if they do not have their own IT staff. Tasks include adding user accounts, administering email and updating firewall configurations.
The helpdesk engineers also visit customer sites so that they are familiar with them first hand. Above all, our helpdesk engineers are friendly and have a ‘can do’ attitude.