How to log a call with helpdesk
Written by Ian Oldrey
Updated at June 14th, 2023
Table of Contents
HOW TO LOG A HELPDESK CALL:
| 1. | Either call 01202 893693 or email support@ten-25.co.uk with as much information as possible on the assistance required. |
| 2. | A call will be logged on the TSL helpdesk system, and issued a call number. |
| 3. | The customer can request a specific support engineer, but TSL cannot guarantee the time they will get back to you. |
| 4. | If the call is deemed High or ‘system down’ – that you do not have access to the system, or key functions such as document generation is not working, a support engineer will be connected immediately or call back within 10 minutes. |
| 5. | For all other calls, a support engineer will aim to call back within one hour. |
| 6. | If they are unable to resolve the issue, they will either do additional work, or escalate it to a more experienced support engineer. |
| 7. | We target to resolve over 95% of all calls logged within one working day of being logged – See Service Levels Section (page 1). |
| 8. | For Saturday & Bank Holiday service TSL assist with High/’system down’ calls only, with more general enquiries being picked up the following working day. |
| 9. | If the nature of the call is best resolved with a longer training session, your support engineer will book in a time with you for that to be done, though it may not be on the same day the call was logged. |
| 10. | If the customer has concerns, complaints, or other comments, they can speak to our Services. Manager (Mark Gerrard) through the helpdesk number, or email him at markgerrard@ten-25.co.uk |