Our Calldesk is based near Oxford in the UK and the team are all vastly experienced in dealing with the various technologies Paralogic support. This means you get accurate ticket SLA’s, the right parts to site and the most efficient resolution to each ticket logged.
Our Technical Helpdesk will then triage the call with the end user customer to try and get them back up and running as soon as possible, with around 25% of tickets being cleared remotely. However, if the fault requires a site visit, then an engineer will be dispatched to site as soon as possible.
The helpdesk keeps our partners updated as the ticket progresses, the call resolution and the costs of any parts that might be required.
It’s incredibly important to know what is happening with your end-user’s issue and you want to be sure that you are updated every step of the way. That’s why all tickets can be tracked via our Partner Portal – allowing a real time view of tickets, their status and updates directly from our team on the ground.
Integration with your own ticketing system is possible via custom API’s.
Our team of specialists takeover the ticket from our Calldesk, with the aim to try and resolve calls quickly and efficiently ensuring that the end-user customer is fully taken care of, whilst limiting financial impact on our partner. By being able to resolve tickets remotely, we help our partners deliver a quick resolution for minimal cost.
The Technical Helpdesk also support our Field Technicians making sure they have all the resources at hand in order to complete an onsite callout with maximum efficiency.
Let Us Help
Increasingly popular are our range of professional services. A lot of our partners businesses are staffed in line with specific profitability, so we are able to provide ad-hoc experienced resource for larger projects or where there are knowledge gaps in our partners’ business.
If you are looking for a completely ‘hands-off’ service provider that works tirelessly on your behalf, then we are able to offer a complete service including parts & consumable fulfilment. Paralogic will look after your customer to ensure their technology is serviced exactly when it needs to be, and any parts or consumables needed are dispatched automatically and fitted by engineers only when required. We utilise monitoring tools that will alert us when items are needed and our Calldesk will dispatch these out to the customer for next day delivery.
