Technical Support Desk
It can be frustrating, when you are looking for help and problem resolution, to be chasing around to contact the one person who knows how your system was set up. Much better to have a dedicated point of contact that you know will be available. That way, you know that your problem is acknowledged, and there is a plan to investigate and fix it.
Neither do you want to “leave a message with someone,” to be passed on when the recipient remembers, or the target person is eventually free, leaving you in limbo in the interim. Better to know that your call has started off a proven process that is not reliant on an individual to progress.
How can EACS help?
The heart of our technical service provision is our dedicated technical support desk – the first and central port of call for customer issues (like
software support and
hardware maintenance). This means that there is someone there to take and respond to your call, and deal with the background tasks that need to happen to explore and resolve your issue.
We use a dedicated team of experienced technical support desk engineers, rather than call handlers. The person who takes the call, and to whom you speak, can troubleshoot and often solve problems “in the call”.
Our helpdesk processes have been proven over a number of years, and we log and track all calls in a computerised helpdesk system. This allows us to effectively involve technical support desk engineers and expert engineers as required to explore and fix the issue.
The standard technical support desk operates during business hours; 08:30 – 17:30 on weekdays. However, we can explore with you additional options for providing 24x7 support through key strategic partners we have, should you need to cover specific areas of technology.
The Benefits
The EACS technical support desk itself provides the benefit of being a central point of contact – though the main benefits come from it being the “front end” to hardware maintenance and software support offerings.
Our service aims to give you a single, understanding point for your questions and problems, whether we solve the problem during your call, or if vendors and third parties are involved. This means that you do not have to coordinate multiple calls, answer technical questions to several different parties on your own, or make important business decisions without the right facts and opinions. This saves you time and headaches, and puts someone “on your side” when you need it most.
For more information contact us.