We know that calling the IT Helpdesk usually means your day job is on pause, so we make it our mission to help you quickly, with empathy and patience.
We use data that comes from the IT Helpdesk to inform decisions with your IT Strategy, our goal is to keep reducing the number of calls that are needed to the Helpdesk through initiatives such as self-help and automation, so you have fewer interruptions.
Smartdesc only employ experienced and qualified engineers; we do not operate a traditional “1st Line” who just give you a reference number; all our team are trained to get straight into the request there and then.
We speak plain English, and are very comfortable supporting a highly mixed IT skillset. Some of our callers rarely use IT, but when they do it’s mission critical. Some have accessibility needs, or use bespoke or legacy software. We don’t care what your device is or what the issue is; we are problem solvers and we will stick with you to get what you need, done.
Our engineers live by our Core Values and take pride in resolving technical issues quickly and thoroughly, whilst keeping customers fully updated with progress and within SLA timeframes.
You will never be told to call another department, or that progress has stalled because “it is with another engineer, who is unavailable today”. We are your IT department, and we know how critical it is that incidents and service requests are dealt with quickly.
The team at Smartdesc have been handpicked for their years of proven dedication to quality customer care and experience in the charity sector.
Smartdesc employ staff who share the same ingrained ethical approach to IT service delivery and genuinely wish to take care of your critical IT infrastructure including:
- Security First. Always.
- Home working
- Bring Your Own Device
- On-the-job IT training
- Remote access and VPN
- Desktop, Laptop, Mac, iPhone, Android, tablets, Chromebooks – you name it we’ve fixed it!