Supporting your staff

Our centralised Help Desk becomes the focal point for telecommunications issues throughout your organisation. Staffed by experienced professionals, this unit takes responsibility for administrative tasks such as ordering new services, changes to extension numbers, billing queries, and faulty handsets. Your staff call just one number with all their problems or changes.

Problems are monitored and managed from start to finish. What's more, we usually solve problems over the phone (about 60% of queries are resolved in this way), but if further action is needed, we keep users and their management up-to-date with progress.

We use a sophisticated Help Desk support system that times all activities from start to completion, and issues warnings when critical milestones are jeopardised. It not only lets us track individual problems and requests, but allows us to measure performance (both our own and that of other suppliers). We also generate statistical reports to give real meaning to Service Level Agreements, ensuring penalties for non performance are enforced when appropriate.

Through the Help Desk we are able to capture changes within your organisation, so that the inventory we maintain on your behalf, and use to allocate costs, is automatically kept up-to-date. Finally, if you have existing Help Desk facilities to cater for specialist applications, we will happily work alongside them. For us, it is all about providing your staff with the tools and support they need to focus on the job in hand.