Please call +44 (0)330 440 1824 or send an email to firstname.lastname@example.org with the subject line starting with 'New Call'.
The Service Desk manages the support relationships for both the DMS and eCMS. The range of skills required to support customers in a first and second line capacity is offered through Service Desk Analysts with Network Administrators monitoring and improving the external hosting solution. Incidents of a complex technical nature are passed to third line developer teams for resolution.
Service Desk Availability
The UK Service Desk is located at our UK Head Office in Liverpool and is staffed Monday to Friday 8.00am to 6.00pm GMT.
Once calls are received you will receive an instant acknowledgement and reference number. This will be used in all subsequent communications in order to track your issue to resolution. We will triage the issue and give you an estimated resolution time.
Service Desk Tools
The main Service Desk tool used is the call logging system called Zendesk. Upon speaking to a Service Desk Analyst you may be asked to log your call via email/support portal to ensure that your request is picked up by our service desk software and can be managed and resolved efficiently.
Remote control software is also employed to connect to customers PC’s to view incidents that cannot be reproduced in house. Primarily a platform to view and resolve incidents remotely, this can also be used to give simple and effective training sessions to customers.
Service Desk Analysts and Network Administrators also respond to the events triggered by server and external web monitoring software.