Helpdesk

At Tecnica, we operate a dedicated, responsive manned technical Helpdesk to help assist with any IT related problems affecting our contracted customers.

Our ethos is to maintain a proactive approach and provide continuity with personal customer service throughout service delivery. Our helpdesk operators are trained, professional customer service agents with a wealth of experience in logging calls and dealing with a variety of customer queries and requests.

We always handle calls in a time-efficient manner on initial contact, eliminating repeated explanation thus alleviating delay and frustrations. By streamlining our call process, customers receive rapid access to our technical response team, without tedious voicemail queuing. Downtime because of IT issues is always a very unwelcome hindrance. We will ensure that all Helpdesk queries are dealt with quickly and efficiently, resolving your IT problems and allowing you to remain productive at all times.

One of our clients stated:

“Tecnica respond to ~95% of all calls within 1hour, with >80% first time fix rate exceeding our SLA by some considerable margin.”

For the convenience of our customers, we also provide online portal access to our helpdesk management system via our website, enabling users to raise incidents and monitor our subsequent actions themselves.

IT support calls are drastically reduced after implementation of our services, giving our customers throughout Scotland more time to focus on business growth and strategy rather than limitations.

At Tecnica we deliver our services with a customer-first approach. All of our solutions are user-centered and tailored to our clients’ requirements. We encourage innovation in IT and continuously resolve our client’s prior IT frustrations.

With a wealth of skill, experience and knowledge our certified consultants make Tecnica the trusted IT Service Provider throughout Scotland.