Intellident

Intellident offer a comprehensive range of support and maintenance packages, including access to our helpdesk and onsite service engineers. When a support call is received, the helpdesk will log a call in our Case Management system and allocate a case tracking reference number and a severity classification. Each case is managed as a series of activ... ities associated with the tasks required to resolve the case. For each activity, automated emails can be sent to two nominated users at the customer site in order to provide clear visibility of progress; examples include confirmation of the call reference, case progress updates, scheduling of onsite engineers and confirmation of call closure. Helpdesk staff will perform further diagnostics when required, by telephone or preferably by remote access to the affected system. Where possible the case will be resolved by, for instance, reconfiguring software, restarting services or providing user guidance. Intellident's standard remote access tool is TeamViewer though we can also support technologies preferred by our customers. Further details are provided on the FAQ page. Based on the detailed investigation already undertaken, our workshop engineering team will dispatch the correct parts overnight via one of our 60+ Pick-Up Drop-Off (PUDO) points to ensure spare parts are directed to our engineers more effectively and efficiently. It is important that Intellident field service engineers will attend service calls with all the necessary swap-out parts to ensure immediate fault resolution. Where an escalation is required for a software issue, our 2nd line Helpdesk will take over the call. These software experts will remotely connect to the system where possible using pre-agreed connection protocols, for instance TeamViewer or VPN connection, and work to a resolution. Where remote connection is not possible, they will work with local IT or management staff via telephone or email to diagnose and fix the problem. Where a fix is not possible due to a software bug or enhancement, ...Read More