The 3% That Sets Us Apart

Thursday, 12 July 2018
We regularly talk about the fact our helpdesk team solve over 97% of IT issues remotely.

The 3% That Sets Us Apart

The combination of regular training, experience and a general tenacious attitude to provide an excellent service means we can quickly diagnose an IT problem and provide a ‘fix’ in a short amount of time.

Occasionally though, there are times when our helpdesk team need to be a little more ‘hands-on’ in their approach and will visit a customer’s premises to fix the issue in person.

Generally this is due to a hardware problem, and a recent call highlighted the benefit of using as an IT partner.

A customer contacted our lT Support line and described a common problem – a laptop not connecting to the internet.  While the team initially tried a remote solution, it quickly became apparent that the best (and fastest) fix would be for a technician to work on the laptop in person.

Step forward Advanced Support Engineer, Richard Griffiths.
Richard took over the call and agreed a location and time to collect the laptop so it could be repaired.  The lap-top was duly collected, fixed and returned the the following morning, much to the customer’s delight: 

“What a fantastic service. The laptop was picked up from home as this was more suitable for me.  I was told it would be 4.45pm and the engineer was at the door at 4.43pm.  The engineer then delivered my laptop back to my home at 8.20am the following morning.  I could not ask for anymore, plus the engineer was friendly.”

While the requirement for an engineer to visit a customer is rare, this level of service isn’t, so if you think your business could benefit from the dedication and expertise of our team, email [email protected] and chat about our services.


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