05. Help Desk

The Help Desk team includes a broad skill set from end user support to highly technical infrastructure expertise.

The desk is split into a 1st line team providing day to day end user support and the escalation team providing 2nd and 3rd line support as required. Open from 8:00 in the morning till 6:00 in the evening, Monday to Friday – excluding public holidays – with an optional 24×7 remote support service available to clients that need extended hour coverage. Our standard service level available on all agreements offers 2 hour attempted remote fix or workaround for critical issues, and 4 hour for all other requests.

Whatever support is needed, our cutting-edge issue management will ensure the best response, every time. Our system tracks all support tickets, schedules onsite visits, plots tasks and keeps detailed records of resolutions, as well as holding documentation on systems to ensure our engineers are fully aware of the network configurations, and needs of the client.

In addition, our service desk monitoring screens display all current outstanding ticket information, keeping us up to date with what needs to be done to ensure a prompt response and the fastest resolution possible.

The Help Desk forms the backbone of our Monitoring Protection and Service: monitoring reports, first responding to automated alerts and advising both the client and internal teams of events and resolutions.

  • Today, it took your engineer about two minutes to grasp the problem, find the relevant solution and modify a suitable script to enable me to correct the permissions. I am over the moon. I will ensure the head teacher hears about it. Your IT Support is the best service I have ever received since being a school ICT Technician. Brilliant.

    Mervyn Young St John's & St Martins C of E Primary School