Helpdesk
This is your first point of contact with our service team. Our helpdesk ensures the highest service level by providing effective
call logging, management, tracking and reporting of all logged service
requests. The helpdesk manages your jobs through to the end with escalation
procedures in place for total call management.
| Main Helpdesk Steps |
Brief Description |
| Logged |
This is your first interaction with helpdesk. They will log
your job in our job tracking system, getting as much details
as possible to give our technicians accurate information before
going onsite. |
| Prioritised |
Your job is then logged against a priority. This depends on
whether you have an SLA and the terms of the SLA. If you do not
have an SLA then prioritised on urgency of fault. |
| Scheduled |
Your job is then scheduled against a technician, date and time. |
| Escalations |
Our job tracking system sends automatic escalations to the
helpdesk at regular intervals (interval depends on priority level).
The helpdesk job is to chase up whom your job is logged against
and escalate further if need be. This process is repeated until
your job is closed. |
| Closure |
Once your job is completed, it is then reviewed and closed,
ready for invoicing. |
|
The main priority for our helpdesk is to make sure that all yours jobs
are completed and closed in a timely fashion with minimal downtime as
possible. At any time through a service job you can contact the helpdesk
via phone or email for an update.
The helpdesk operates from 8:30am to 5:00pm from Monday to Friday. Out
of hours and weekends are available under out specially tailored Service
Level Agreements (SLA).
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