How we support our customers

Our support team make every effort to ensure client systems operate consistently and reliably.

However, we all know that issues and faults can occur from time to time. A key component of PDQ’s customer service philosophy is to ensure that any problems are resolved swiftly and professionally, to minimise any inconvenience and downtime.

We achieve this through our carefully prepared and documented procedures that are crafted around our ISO standards for delivering a controlled resolution to any problem based upon well-rehearsed processes. We have a team of highly trained technical specialist based in our offices and other key locations, who can respond rapidly with the appropriate level of action. Our internal quality management processes mean our remote IT support services can match the fault with the most appropriate engineering skill set each and every time.

A modern business is completely reliant on its systems to deliver products or services, so we appreciate the need for immediate communication and action in the event of a serious fault. That’s why we cut through the bureaucracy, ensuring the right member of our corporate IT support desk speaks to you directly to get to the root of the issue as quickly as possible.

How we support our customers

Our support team make every effort to ensure client systems operate consistently and reliably.

However, we all know that issues and faults can occur from time to time. A key component of PDQ’s customer service philosophy is to ensure that any problems are resolved swiftly and professionally, to minimise any inconvenience and downtime.

We achieve this through our carefully prepared and documented procedures that are crafted around our ISO standards for delivering a controlled resolution to any problem based upon well-rehearsed processes. We have a team of highly trained technical specialist based in our offices and other key locations, who can respond rapidly with the appropriate level of action. Our internal quality management processes mean our IT Helpdesk support can match the fault with the most appropriate engineering skill set each and every time.

A modern business is completely reliant on its systems to deliver products or services, so we appreciate the need for immediate communication and action in the event of a serious fault. That’s why we cut through the bureaucracy, ensuring the right member of our corporate IT support desk speaks to you directly to get to the root of the issue as quickly as possible.


The helpdesk process:

As soon as we’re made aware of a problem, our technical support services will launch it’s tried and tested process for resolving the issue with minimal time and inconvenience to you and your business, by following these steps:

1) We identify the nature of the hardware or application issue and log it using our call system. If you prefer, you can also log a fault over the telephone or by sending us an email

2) A support desk technical specialist with the necessary skills and expertise will either contact you to discuss the problem or will securely remote access your systems to investigate the matter. In the majority of cases, issues can be fixed quickly and quietly using remote access – often this will happen before you are even aware there is a problem.

3) We’ll contact you directly to advise whether the issue is resolved or if it needs to be escalated to the next level. If escalation is necessary, we’ll arrange for the right technical specialist to either attend your offices or escalate the matter to the appropriate vendor.

4) On the rare occasions when we need to escalate a fault to an external party, for example Microsoft or one of our other partners, we’ll still remain in control of the process by managing the fault through to resolution and keeping you informed every step of the way.

1) We identify the nature of the hardware or application issue and log it using our call system. If you prefer, you can also log a fault over the telephone or by sending us an email.

2) A support desk technical specialist with the necessary skills and expertise will either contact you to discuss the problem or will securely remote access your systems to investigate the matter. In the majority of cases, issues can be fixed quickly and quietly using remote access – often this will happen before you are even aware there is a problem.

3) We’ll contact you directly to advise whether the issue is resolved or if it needs to be escalated to the next level. If escalation is necessary, we’ll arrange for the right technical specialist to either attend your offices or escalate the matter to the appropriate vendor.

4) On the rare occasions when we need to escalate a fault to an external party, for example Microsoft or one of our other partners, we’ll still remain in control of the process by managing the fault through to resolution and keeping you informed every step of the way.

Internal control and monitoring

PDQ ensures that its own internal systems are second to none.

Our bespoke automated Support software platform was chosen to assist our technical team, we’re proud to say it’s first class.

It helps maintain our track record of resolving customer issues and system faults efficiently and effectively, using a series of automatic alerts based on the time a call remains unresolved, and a detailed history of work carried by technical specialists. Every event in your personal call history can be remotely accessed by the technical specialists who attend your office, meaning you’ll not have to explain everything multiple times, with no risk of error or miscommunication.

To find out more about how we support our customers and how PDQ can give your business the competitive edge, send us an email or give us a call for an informal chat. We can’t wait to hear from you.

CONTACT US

Internal control and monitoring

PDQ ensures that its own internal systems are second to none.

Our bespoke automated Support software platform was chosen to assist our technical team, we’re proud to say it’s first class.

It helps maintain our track record in resolving customer issues and system faults efficiently and effectively, using a series of automatic alerts based on the time a call remains unresolved, and a detailed history of work carried by technical specialists. Every event in your personal call history can be remotely accessed by the technical specialists who attend your office, meaning you will not have to explain everything multiple times, and there is no risk of error or miscommunication.

To find out more about how we support our customers and how PDQ can give your business the competitive edge, just send us an email or give us a call for an informal chat. We can’t wait to hear from you.

CONTACT US