As a further improvement to our IT support services we are pleased to announce the launch of our new dedicated Help Desk.
This will provide unlimited telephone and remote support for our contracted clients during office hours. It will offer a single point of contact when reporting any daily IT support issues and will avoid routing calls directly to our onsite Technician and vastly improve our client response and resolution times.
The Help Desk Support Team consists of Daniel Conway, Help Desk Supervisor and Jake Shipley our new Microsoft Apprentice.
The Help Desk can be contacted by telephone, email or by using our instant chat software for immediate connection to a Support Technician. It will provide instant access to advice, troubleshooting and solutions for any IT problems that are encountered on a daily basis consequently minimising client downtime.
Our remote monitoring software minimises the likelihood of any network problems, however, not all IT problems can be anticipated in advance. For example you may require a printer queue unblocking, the recovery of an accidentally deleted file, a new user account setting up or help with installing a new printer.
An incident only requires reporting once since all support calls are logged with our internal software as soon as they are received. Appropriate action will then be taken to resolve issues either over the telephone or through our remote IT support portal.
By using remote-access technology, clients do not have to wait for a Support Technician to attend their site – an immediate response is provided straight away. This facility allows us to work on your PC or server and rectify problems as if we were physically on-site without having to visit your offices.
If problems cannot be dealt with remotely, then our Help Desk Supervisor will escalate them and will schedule an onsite visit by one of our Technicians in addition to any routine visits.
Our Help Desk Team is always on hand to provide advice and support – whether you suspect you have a network or server problem, simply need information, or a user has a critical file in Microsoft Word that doesn’t work.
The Air-IT Help Desk can be contacted on telephone number 0845 868 543 from 8.30am to 5.30pm, Monday to Friday, by email firstname.lastname@example.org or via our online portal.
Our contracted support clients should use this as their first point of contact when reporting any IT issues. All clients are supplied with support cards outlining the contact details of the Air-IT Help Desk – please ask if additional copies are required.