A single point of contact... and a single point of responsibility

First Line helpdesk provides support, advice and guidance you need to get the best performance from your workstations and network.

So how does it work?

This top class support service combines a number of elements:

• Advanced remote access technology
• ITIL best practice processes
• web based job recording system, quality management systems
• access to experienced IT professionals.

First Line's helpdesk is operated by skilled, experienced and qualified technicians who will manage your problem through to resolution.

We coordinate with equipment manufacturers for warranty work and with Internet Service Providers for connectivity issues to make life easier for our customers.

First Line helpdesk uses a first, second and third line escalation approach and on-site technicians are available if any problem cannot be solved remotely.

We offer tailored Service Level Agreements (SLAs) and call prioritisation, providing customers with a highly responsive, flexible service.

First Line helpdesk uses a well-established  web-based system to manage all service and support requests, called FootPrints. This gives customers email updates and real-time visibility of their service requests showing the status, engineer, description of work done, and time booked.

To use our helpdesk service now please get in touch with First Line