- Category: Technical Support
The GEN Helpdesk is the nexus of support services and the starting point for all select support services. The Helpdesk is manned 24/7 by three levels of technical professionals in many operating system and server disciplines all waiting to solve your issues today. The HelpDesk is a integral part of all GENSupport services and provides a clean and efficient communication medium between us and our customers and facilitates the fast transfer of support obligations between experts. All requests for support, and moves/changes on managed/outsourced services are made through the helpdesk systems and are automatically allocated to the most appropriate team for the request. Likewise, all requests for remote and on-site support are made through the helpdesk and again these are allocated automatically to managers who will then assign one or more engineers to your case. At all times managers are monitoring key statistics to ensure that our response and resolution times are first class.
At the time this article was written, our overall Customer Support response time was 0.2hours, and our overall Technical support response time was 0.8 hours which is well within our targets and we like to keep it that way.
The GEN HelpDesk can be found here.
If your looking for ad-hoc back office support when you need it, then this service is available to you now so simply contact us and we'll set you up.
If your looking to pre-purchase support incidents, then this service is of course available on monthly, quarterly and annual contracts.
If your looking at more complex service solutions with outsourcing and managed services then these all come with inclusive incidents available at the HelpDesk but as we like to tailor our services to each and every customer the actual number of incidents is selected to match your requirements.