19 Jul 2010
These changes have been made to ensure you continue to receive the fastest response times for your IT issues.
Our new help desk system will ensure that you will receive the speediest response to your query. Whether contacting us by phone, email or website your query will be logged into our tracking system, and the technician most suited to your issue and location will be allocated. You will then receive notifications via email and/or phone, of any updates and status changes.
Our direct contact details are still valid and we are happy for customers to continue to use them, but we would recommend one of the methods below first to ensure that your query is dealt with as quickly as possible and by all members of staff.
By Phone
By using the numbers listed below, you are
guaranteed to be able to speak to the first available technician in
the quickest possible time. All numbers are routed directly to our
switchboard which will ensure your issue is immediately dealt with.
Our phone numbers can be found here.
By Email
If you prefer to email us about an IT issue, please
contact us via one of the alternative methods and we will be
happy to provide the helpdesk email address. This is a central
mailbox that all IT technicians are able to view, edit and
update.
By Website
As part of our helpdesk implementation, you can now
submit tickets online. The website for this service is https://helpdesk.lightpathit.com.
Our simple ticket creation process will allow you to track your
issue from start to resolution. You will also be updated via email
when new information is added to your ticket.
By ControlMyPC
On the occasions that we need to take control of
your machine remotely we will direct you to the ControlMyPC
website. We must stress that this website is not always
actively monitored and logging onto this website without contacting
us first may result in longer wait times.
As a business we are continually looking for ways to improve our
service to you. We believe that our new system will help us serve
you even better, without compromising the personal touch that we
believe is important to both you and to us.
Please pass this information on to employees who are
authorised to contact us for IT support.
