BBIC, Innovation Way

Barnsley

S75 1JL

Tel: 01226 285600

Telephone Support

Having someone at then end of the phone, on hand to answer any simple or more complex IT queries can potentially mean the difference between a simple problem taking you hours or days to figure out and it being resolved with a simple phone call in a matter of minutes, leaving you to get on with your core business instead of messing around trying to resolve IT problems on your own. Many of our clients have said that knowing there is someone at the end of the phone to provide quick answers to their questions has boosted their confidence and helped them get much more out of their IT systems.

Our helpdesk staff are on hand throughout the working day to respond to your enquiries. For more complex problems we can talk you through a solution, use remote access to sort out the problem for you, or where appropriate (or on your request) we can visit your premises to address the issue directly.

A wide range of tasks can be completed over the phone. From simply logging a case with us that we respond to once the phone call has ended, to running through a problem with you over the phone to its resolution, to providing general advice in response to your enquiries or booking an emergency callout.

Our highly skilled support team can respond to most requests directly. For very advanced issues where our primary support team are unable to resolve your problem, your case will be passed to a second level technician who would generally have more extensive experience with your specific subject.

In an effort to make our services as transparent as possible so that you dont get a surprise bill, we have implemented an online system that keeps you informed of all cases you log with us and the estimated costs of our time used so far. We refer to this system as the Service Area. In addition to this free online service, any new case we log for you will trigger an automated email to you to confirm we have opened the case. Likewise, when a case is closed a further notification email is sent to you so that you can review the final costs of the case and review the work completed to ensure the case has been resolved to your satisfaction.

Our technicians can also respond to accounting enquiries (free of charge for general enquiries) if you have any questions regarding your account, payments or any outstanding bills. We encourage you to contact us if there is anything on your bills that you feel is incorrect - or even if you are simply not sure.

When calling us about an existing case, it would be very helpful to our staff if you could provide the case number when we answer the phone.