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Helpdesk

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Procedures

While our Helpdesk procedures are primarily used for training KCS support engineers they also provide a useful point of reference for our customers, helping you to understand how our support process works and importance we place on customer service. We welcome constructive criticism to help us improve our service levels.

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Co-ordinator duties

The role of helpdesk co-ordinator is critical to our day to day technical services operations. Co-ordination of helpdesk operational activity, customer service level satisfaction as well as KCS support staff job satisfaction, performance and value-added by each team member is dependent on performance of this role.

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Performance Measures

By monitoring helpdesk support activity and engaging our Engineering Team in continuous performance improvement measures we enhance our customer relationship skills, engineering knowledge and overall effectiveness. As a consequence our customer service levels improve and cost to our customers decreases.

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Author:

dan

Last modified Mar 01, 2012 01:53 PM

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Testimonials
  • "There is absolutely no way that I would ever recommend KCS to any of my competitors or business associates as to do so would give my competition the same advantages and forward thinking that I have enjoyed since first dealing with KCS. I now refer all competitors and business associates to my old IT consultants of whom there are so many"

    Sean Davern
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  • "KCS provide us with a prompt and courteous service. They have looked at our business needs, and highlighted concerns, and provided good advice and or suggestions for our company’s needs. KCS are always available to fix and remedy problems when required and provide an excellent support service. I have found that they are competitive in the provision of hardware and their services."

    Tim Pemberton
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  • "In my experience in the industry, they are a company without an equal. It appears KCS have a different work ethic than any of their predecessors or competitors, long may it last"

    Daniel Thompson
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  • "KCS has provided a maintenance service for all of our IT equipment, something we have relied upon when technical issues arise. We have found KCS to be proactive in suggesting ways for us to take advantage of new IT products and serivces"

    Simon Ware
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  • “My computer developed a virus recently. I called your engineers and someone was in my office within 5 minutes to take the computer away. This was helpful as I had a full list of patients commencing 10 minutes later so I needed the fast response the team was able to offer. It was returned the following day fully repaired. Your service and the equality of your products is consistently high and I will continue to be delighted to recommend KCS to my contacts.”

    Christian Scharsach
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  • “This was not just good service but outstanding as you were fully aware that I was not an expert in this field and yourself and advice was essential. It is clearly obvious that the shop is run by a team who are all willing to discuss and answer questions and therefore create an atmosphere not found elsewhere.”

    Ann Essen
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  • “Over the past 9 months, 4 technical experts specialising in LANs have between them spent a total of 4 days on the problem but none have succeeded in solving it. KCS achieved it in an hour! I have no hesitation in using KCS again for repairs and will recommend it to my friends and contacts.”

    Avril Porter
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  • “I contacted KCS and they not only confirmed that they could undertake the repairs quickly but they exceeded my expectations and got it back to me in less than 24 hours, completely repaired and working more efficiently than before. The people were friendly and courteous and nothing was too much trouble, and they were also realistic in their charges.”

    Heather Sharpe
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Microsoft SBS Specialist

Customer Satisfaction

We are interested in finding out what our customers think of us, if you have recently dealt with our team please feel free to fill out our customer satisfaction form and we ask you to be as honest as you can! Please click on the link below.

Customer Satisfaction Survey