How does our helpdesk work?
Our Helpdesk Administrator receives and logs all queries/requests for assistance. The client is requested to provide the following information when logging a service call:
- Contact and Telephone number.
- Provide reasonable assessment of the nature and/or source of the problem(s).
- Provide information on the type of hardware/software and the location of same.
- Check the stability of the power source and other operational environment variables to eliminate non-technical faults.
- Give accurate information as to when the fault was discovered.
This information is entered into our call database, where the call is assigned a unique reference number, the work is then assigned to an Engineer along with the relevant details. This reference number will appear in all subsequent communications for tracking purposes.
- Dedicated Helpdesk with Professional Experienced Team
- Helpful, Efficient and Approachable Team Members
- Strong Customer Service Focus
- Technical Support/Troubleshooting
- Incident Management
- Guaranteed Response Times
- Set Annual or Monthly Fee so costs can be budgeted for, regardless of number of calls.
Service Escalation Process
The Service Engineer will assess the complexity and urgency of the call and include the following steps:
- Form a Service Escalation Team if required
- Development of Action Plan
- Execution of Action Plan
- Post-Solution Monitoring
- Post-Escalation Review
Service Benefits
- Rapid problem resolution
- Improved communication
- Realistic expectations
- Minimal customer downtime
- Increased customer satisfaction
- Improved customer cost control
Contacting the Helpdesk
IT Managed Services provides Helpdesk Support from 9am to 5.30pm Monday to Friday, excluding bank holidays. The IT Helpdesk is your first point of contact and can be reached via phone or email.
Tel: 090 64 80692
Email: helpdesk@rbk.ie
Remote support available at:
Web: www.rbktechnology.ie
Web: www.rbkassist.com
