The total Helpdesk solution for small businesses

Total Office Support

For businesses that subscribe to E-desk for as little £18.99 per month we will take
the responsibility for all office hardware support.
We become your IT department

One Call Does It All

In the past, the only businesses that had the "luxury" of a full time computer helpdesk were large companies with internal  I.T. departments. If a computer user in a small business has an application problem or a system error or simply don't know how to do something, they only have their work colleagues to turn to. This in turn leads to frustration, confusion and wasted time.

Did I say "luxury". It may seem like a luxury to users of a small company without an IT department, but how many companies would spend hundreds of thousands of pounds on IT luxuries? - Not many, yet nearly all major companies spend theses amounts to have an efficient technical helpdesk. Why? Because they know from experience that this cost is negligible compared the amount of money that can be lost by running a business without "user support". This is also true for smaller companies.. they just don't know it!

Well we aim to change all that! We are based in Hereford and aim to provide full helpdesk facilities to small businesses that do not have enough computer users to justify an I. T. department or full time computer personnel. Our service can be contacted by E-mail, Telephone, Pager or Web portal depending on the SLA required. Your users will expect a response to e-mail and calls within three hours and the majority of telephone enquires to be resolved within a few minutes. This, with our call stats and reports, will in turn give us the ability to accurately assess the need for training and, if requested, supply tailored training courses to enable your staff to work more effectively.

This service is the mainstay of the company, providing user support on an endless list software, hardware and operating systems.

Problems that arise day to day can cause loss of time and poorly presented end product. These problems can be sorted and passed back to the user either immediately on the phone or soon after if we need to find specific information. When a company or even an individual subscribes with e-desk we visit the company site and carry out a full survey, to be sure that we are familiar with all the hardware and software that the customer uses. We also like to meet the users and find what type of problems they experience and to let them become familiar with us. The service can be contacted by the following methods.

• Telephone support - This is the most widely used and minor queries are usually sorted within a few minutes.
• Mobile Phone - This number is provided for the rare occasions when we have, temporarily left the office unmanned although all calls should redirect automatically.
• E-mail - Calls are logged as soon as we receive them and the user can expect either a returned mail or telephone call with the solution depending on what the user has requested.
• Fax - Call logging by fax is mainly for users that have no Internet access or having problems logging on but anyone can log calls by fax if they so wish.
• Web Portal - Each company that subscribe with e-desk have their own Web Portal. This is designed and created in-house with either, the appearance of the company's own web site or a suitable equivalent. We provide this facility to show that we are working for you as part of your I. T. solution and not just a stranger that knows nothing about you, your users and your business. For some examples click here
• Pager - The number for this is not a generally provided service, however, all calls logged by mail or web portal do alert us automatically by pager, so we always know when a new call has come in.
• Hardware - As most companies already have hardware support, we only determine that the problem is hardware then pass the call to, either:- The company's own preferred hardware specialist or to a third party that we have verified as being efficient, capable and reasonable. We will obtain a report from the specific hardware technicians and verify all repairs carried out. This is to prevent our customers being charged for unnecessary work. If requested we arrange special accounts that include hardware support.

Although most calls will be resolved immediately, we aim to provide a solution within an hour for over 90% of calls and we will keep the user up to date with the progress on those awkward little problems that require in depth research.

Most other providers, only support,

1. Specific products,
2. Hardware failures that they can attend on-site at high costs
3. Premium Rate lines where the users always feel like they are being kept on the phone by operatives that know nothing about their, hardware, software and business while the call charge is clocking up very quickly.

With e-desk the users can feel at ease to call when ever they have a problem irrespective of how trivial or complicated it may seem. We understand that users can range from complete novices that will need detailed instruction and patience with simple tasks to very experienced user that have been using systems for many years. In this fast moving and continuously changing industry we are all continuously learning and we will be there to help your users along the way.