nGeneration Limited
nGeneration Limited
  • Professional Services
  • Support Services
  • Implementation Services
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+44 (0) 870 77 77 889

Helpdesk 365

A fully-manned nGeneration help desk operates 365 days per year from 07:00 to 00:30hrs.

We use the latest help desk management systems and diagnostic tools to provide the IT assistance that the site requires.

We work on the basis of issue ownership until resolution, even if that involves third parties (e.g. telecoms).

Based at our Service Centre at nGeneration House in the West Midlands, nGeneration can provide help desk services tailored to the needs of our customers. The nGeneration Help Desk uses state of the art call management software to track, escalate and report on calls. A knowledge based system is utilised to ensure the calls are correctly scripted and diagnosed by the nGeneration support desk personnel. A web based portal and email updates provide our customers with real time updates

Maintaining some 4,000 sites across the UK from our desk, we take pride in maintaining our SLAs on (or very close to) 100% achievement, with ‘Category 1’ calls requiring resolution within an hour.

Using state-of-the-art call management software we track, escalate and report on calls. A knowledge-based system ensures calls are correctly scripted and diagnosed, while a web-based portal and email notifications can provide you with real time updates.

Service capabilities include:

  • Call logging and data capture
  • First level end user support - Q & A
  • Call Escalation through to resolution
  • Recording, analysis and reporting of call statistics
  • Management of Service Level Agreements (SLAs)
  • Conformance to SLAs
  • Complete Call Management Ownership

Customers utilising our Helpdesk service include Marston’s, Punch Taverns, Caffé Nero and Young & Co.

Call on our experience – today. Contact us on 0870 77 77 889 or email info@nGeneration.co.uk 

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