Vector supply Help Desk services for all of our customers. Depending on requirements we can supply an onsite Help Desk or through our centralised Help Desk. Customers can also have access to their requests via our web enabled help desk. This service allows clients to log on to a dedicated site and track the progress of their request in real time.

Our highly trained Help Desk operators possess the technical and interpersonal skills and flexibility to deal with a large range of problems and enquiries from our clients, managers, technicians and Contractors. Operators deal with all callers in an efficient, courteous and friendly manner. Any feedback that is required by those contacting the Help Desk will be provided promptly and efficiently.

The main features of our Help Desk are:

• It is web based and accessible through the internet (Password Protected)
• The Help Desk provides a full “Real Time” traceability of all actions and communications
• All actions and responses are date and time stamped for full traceability

The Help Desk will be contactable during operational hours by:

• On Line Help Desk Portal
• Phone
• E-Mail

Outside operational hours calls can be directed to the Vector 24 hour Help Desk which is fully manned and operational 24 x 7 x 365.

Our Help Desk will provide a ‘one-stop-shop’ for all services. If you want a door repaired in the building or a light bulb changed in the car park you call the same number or e-mail the same address. The system automatically calls up details of the appropriate operative or contractor for that job and our Help Desk Manager arranges the job to the pre-agreed timescale.

Every call is allocated a unique reference number and placed in a call stack. The Help Desk Manager is then able to monitor the job’s progress through to completion.

At various stages through the life of the raised request, the system issues alerts to the Help Desk to ensure all appropriate actions are taken. Only when confirmation is received that the job has been completed to the requestor’s satisfaction is the raised request closed off and confirmation is issued.