Complementary Support Service
Above all, we recognise that supporting people is as important as supporting computers. We believe passionately in the importance of quality
people, delivering a human-to-human service:
-
All calls are answered by qualified Service Desk engineers. We do not employ “call-loggers” whose only job is to take a message
-
We resolve 75% of problems in 30 minutes or less
-
Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing
with a client problem
-
We have systems in place that ensure that the right engineer is allocated to the task in question
-
Our extranet offers clients proactive updates and real time tracking of live support issues
-
Clients are given the option to feedback personally on all interactions, and this feedback directly impacts on engineers' monthly pay
-
We help to identify user training requirements for our clients, increasing productivity and helping to minimise on-going support costs
-
The IT WLR platform delivers comprehensive user-friendly reports for clients wishing to analyse their IT and support needs
|