1. ResolveIT Helpdesk On the Front page you must login with the account you created earlier, once logged in you can then submit a ticket, the arrows indicate where the login box and submit ticket button are located on the page.
2. ResolveIT Helpdesk On the submit ticket page either choose Technical support or Billing depending on you help request needs.
3. ResolveIT Helpdesk On the next page you must fill in all fields of the form, by filling in all the fields and providing as much information as possible you are providing the technician with accurate details, therefore giving him ahead start and providing a faster solution for your problem.
4. ResolveIT Helpdesk When you have filled in all the fields and have pressed the submit button you will be directed to the result page where you can view your Help request and any update the technician makes to your ticket.
5. ResolveIT Helpdesk The Helpdesk responds to a wide range of computer-related queries. The service is available to clients for free with service contracts and clients who have no service contract but wish to subscribe on a monthly or yearly plan. Clients may report a problem by using the Online Helpdesk which is a valuable resource and you are guaranteed a response within one hour during a normal working day. Out of office hours may have a delayed reply. Clients are handled on a first-come, first-served basis. Every effort will be made to resolve a problem during the first visit but, for something that is likely to take more than 10 minutes, it may be necessary to leave the query with the Helpdesk staff and await a progress report.
6. ResolveIT Helpdesk Wouldn't it be quicker if I phone one of the Technicians? No That staff member is probably assigned to another job. He/she will have to record your request anyway. It will save time if you do that. It’s easy for a verbal call to be forgotten. There will probably be no record of your call for later follow-up. Your problem may be a result of a system failure, which the helpdesk will know about or can check easily. Overall, it is much more efficient to channel calls through the designated helpdesk
7. ResolveIT Helpdesk What happens after I log an incident? Your incident will be entered into the IT Helpdesk system (Helpdesk calls made via the web form are entered automatically). All Helpdesk calls are assigned a call reference number which will be emailed to you. Each Technician has a specific sub-team assigned to deal with Helpdesk incidents daily. The Technician team may need to contact you for more information. They may need to transfer your incident to another department, or to obtain information from another department before resolving your incident. You will be informed of the status of your incident whenever it is subject to such a delay. You will be informed when the problem is resolved and the Helpdesk incident is closed.
