HelpDesk

Say it quickly and ‘helpdesk’ sounds unimportant. It’s an aspect of your IT operation that’s a nice-to-have rather than an essential service. Right? Wrong. An effective range of helpdesk services will make a big difference to the way your IT team provides support – for end-users and IT staff alike.

Our IT HelpDesk services can significantly improve the effectiveness and scalability of your organisation’s internal IT support service, while reducing operating costs. Helpdesk complements your IT team bringing a consistent, proven helpdesk process where we provide online helpdesk software, helpdesk agents and telephony. Helpdesk gives your IT team more time for the end user and the response and resolution part of the support process.

Key Features

• Dedicated DDI number (scalable lines)

• 0845 number redirected to DDI (or client can redirect an existing one)

• Professional, friendly call logging & monitoring service

• Access to hosted and managed call logging and tracking software via the web (dedicated instance – no user or usage limits)

• Basic operating hours of 8am to 6pm Monday to Friday excluding bank holidays

• Option to add Emergency Service Desk to extend cover to 24x7x363

• All calls answered as client's company name in desired style and process

• All support requests will be logged against company/caller and prioritised against a specifically configured client SLA

• Alerts can be configured such that an email or SMS can be sent to the client support team on call being logged

• Facility for call actions and status to be tracked and progressed from ‘Awaiting Response’ to ‘Closed’.

• Email sent to caller on each status change to update on progress

• The Service Desk can also transfer calls from end users directly into the clients IT team

• Call logging system can store a list of known end users and contacts details

• A process also exists to capture and enter details for unknown callers (e.g. a new employee)

• A facility exists for the caller to log a call online, rather than going via the Service Desk

To discuss our Helpdesk service further please call 0845 644 3750 now, or use the Call Back feature at the top of the page.

Our AppGuard and ServerGuard services can help you to manage and support your existing application and server assets. Find out more by clicking the IT Support and Management link at the right of this page. Highjump is the commitment we apply to the range of IT Services across the business. So whether it’s Helpdesk, AppGuard or Custom Development we can be sure that we are delivering a truly excellent service. Click the link above to find out more.

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