Helpdesk
Performa's Service Desk was established to respond to clients who encounter the need for technical assistance with the products they have purchased and is one more example of our commitment to quality support and customer satisfaction.
Three key features of the Service Desk are:
- A 1800 (free) phone number that gives direct access to the Helpline.
- A separate, custom-designed facility which keeps staff, documentation, and technical resources together for efficient problem solving.
- A sophisticated, on-line inquiry system which aids operators and support specialists in recording, tracking, and resolving requests.
While these physical characteristics are important, the true strength of the Service Desk is in the people who serve you:
- Operators receive your calls, gather preliminary information, and refer you to the most appropriate person to address your request. The Service Desk is staffed with senior level people who specialise in the products that we sell and their environments.
- Support specialists work with you to clarify your requests and answer your questions. They record the details of your request in our tracking system and then search the system's database for existing solutions. If your question is unique and no relative solution is apparent, the specialists continue the investigation to deliver an answer in the shortest possible time.
- The Service Desk management team is actively involved in day-to-day problem solving as well as monitoring overall activity and establishing performance criteria. They are also available to help resolve unusual or unforeseen situations and respond to any concerns you may have with the support provided. A customer may request escalation to management at any time.
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