Service Helpdesk

Get in Touch

+44 (0) 844 357 0900

info@stephens-it.com


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Our service desk is available 24/7 /365 to record and resolve your IT issues, minimising disruption to your wider business operation.

Our central, unified resource of professional technicians can tackle issues faced by internal service desks such as:

 

  • Ownership and accountability
  • Insufficient understanding of user issue
  • Lack of technical understanding
  • Lack of process and standards
  • Reactivity rather than proactivity

 

Our help-desk process ensures that our customers are informed at every key stage of the issue and resolution. We provide a prompt response and resolution, ensuring the  end-user can continue to work effectively as soon as possible – something that we feel isn’t always dealt with correctly by a lot of providers.

Upon a case being opened and reported, our 1st Line Helpdesk team will take the appropriate information from the user and log the call into our internal system.
The issue is then instantly reviewed by our 1st/2nd Line teams to identify and diagnose the cause of the issue. Our 2nd Line Remote Services team are able to respond and resolve the majority of issues remotely via our remote access software.
If an engineering response is required, our allocations team will then book a 3rd Line engineer to attend the customer site within the SLA.

Get in touch

+44 (0) 844 357 0900