National Helpdesk - Growing in Strength

  • Posted on: 1 October 2017

Following our continued growth, we are pleased to announce the appointment of two new Administrators, Chloe Britain & Carrey Yapp, to our National Helpdesk based in our Midlands office.

Our Helpdesk has become the corner stone of our operations and is part of our wider Service Delivery Model. Available from 9.00am – 5.00pm Monday to Friday (Exc. Bank Holidays), its purpose is to offer a one stop contact for all Operational issues from Initial Contact through to Scheduling, RAMS, Service Delivery, Client Resolution, and all aspects of General Administration.

 

The Help Desk will manage our entire delivery from start to finish:

  • ​Initial Enquiry and creation of Unique Job Reference Number

  • Arranging Site Visit by one of Management Team

  • ​Creation of Quote, based on your pre-arranged Pricing Structure to ensure Contract Wide Pricing Continuity

  • ​Correct Allocation of your Purchase Order upon Quote Acceptance to ensure correct seamless Billing procedure

  • ​Automatic Scheduling of works according the frequency given up to 3 years in advance, allowing you to concentrate on your core business.

  • ​Arranging of Access information to best suit you and reduce the impact at Service Delivery

  • ​Automated production of Job Sheet,  populated with data already collated and checked to eliminate double entry data errors Including Operative Names, Start Times & Vehicle Registrations.

  • Works Report from onsite team that can be emailed the following morning to designated email address allowing complete accountability, together with Vehicle Tracker Data if required for complete transparency.

  • ​Raising of Invoices and Hand Over to Accounts Departments

  • ​Credit Control

  • ​After Sales and Client Retention

​Group General Manager, Rupert Smith, "The whole purpose of the Help Desk and its support staff is to provide a one stop shop for clients and allow them to concentrate on their core business. In my experience Help Desks to often become telephone answering services that add little to the service of the provider, but in fact create frustration by being unable to start a process or offer a true resolution to a problem. We believe that by investing in the right people supported by the right tools we can expect an outcome that delivers true added value to our customers and not just the usual lip service. Both Bridget and Chloe bring vital experience and will strengthen our administrative abilities, enabling us to implement and deliver the increasing requirements of our varied portfolio of clients."

​Help Desk will manage contracts for all divisions within the Group allowing for a seamless experience where client contracts overlap within their business.