Time is of the essence! This is especially true when issues arise with your IT or Telecoms systems: you need them resolved in as timely a manner as possible, particularly when they affect productivity or mission-critical systems. Here is what you need to know about our Helpdesk Support.
There are varying degrees of urgency, of course: if a printer is not printing but there are 2 other printers that users can use, that’s annoying, but doesn’t stop the business; but when your main, business-critical application is down, well that’s a different story!
To begin with, let me briefly explain what the support team sees. Our entire support team has access to dashboards that show us the status of our service desk: the engineers and managers have these dashboards up on their monitors, and there are TV screens in the support area that also show these.
When tickets are created, they are marked as “New” and put in a queue:
Everyone picks up tickets from this queue and gets back as quickly as possible (within agreed SLA) to our customers. In the screenshot above, on this particular day, we are responding to customers within an average time of 8.6 minutes. (we’ll discuss Service Level Agreements – or “how quickly we aim to respond, work on, and resolve tickets” – in a future blog).
So, what’s the best way to get into our New queue and get help? Let’s look at the different ways:
Email to firstname.lastname@example.org
When you send an email to this address, our service desk system will automatically generate a ticket and put it in the New ticket queue. The subject of the email becomes the title of the ticket, and the email body is the description of the issue (hint: the more specific you can be here, the easier it will be for our team to classify the ticket and assign it to the proper engineer; how many users are affected? Is this preventing critical work from being done? Is there a workaround? What applications are being affected? Any error messages?).
Use our Service Desk Portal
From our main web site at radius.ie, click on the “Support Ticket” link at the top-right of the page; you will then be prompted to log in to our service desk portal. You can use this portal to create new tickets, get the status of or update existing tickets, and search for or review older tickets. If you don’t know your login details for the portal, please contact your account manager and they’ll set you up.
Use the support form on our website
Under Contact Us on our main site, there is a link to a form that you can fill out which will send the information as an email to our service desk. This will, in turn, create the ticket and get added to our New ticket queue.
Ring our support number (0818 592 500, option #1)
“But I prefer talking to a human!”
Well, so do we! We love talking to our customers! This is why whichever way you choose to log your request, we will typically be calling you back promptly to speak with you!
Also, we’ve now implemented a voicemail ticket facility, so if someone leaves a voicemail, the recording will get sent to a new ticket will be created.