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.

Complaint Handling

In the first instance, contact our service desk and log the incident and the team will endeavour to resolve the issue as soon as possible. If you are not happy with the response and wish to escalate the issue please escalate the case to the Service Desk Manager who will be happy to investigate the issue further.  We aim to respond to you within 10 days following your escalation, all enquiries will be acknowledged and investigated within 2 working days.  Your escalation will be kept on file and will enable us to monitor the number and types of escalations/complaints.

As a nominet domain registrar, any enquiries, changes or complaints around .uk  domain registrations should be directed through our Service Desk in the normal manner. 

Reporting Abuse Emails

Online security is increasingly important as e-crime is becoming more prevalent and widespread globally.  However there is plenty you can do to protect your online identity.  In the event of you receiving abuse emails from a domain registered under the New Mind tellUs Nominet account please report them to dms-eu@simpleviewinc.com and we will acknowledge and investigate your query. 

Domain Registrations

New Mind tellUs operates as Nominet channel partner and offers .uk domain registrations and services in accordance with Nominet terms and conditions. 

Domain registration and management services are provided to existing clients.  Any changes to existing domains should be directed via the Service Desk.  Any new purchases should be raised with your Account Manager.