- June 14, 2019
- Posted by: Active8
- Category: News
We are continually looking for ways to improve the service we offer, and we have made few changes that you may start to notice.
We have recruited a new third-line IT engineer into our Farringdon office, Mani Singh. Mani started with us on the 11th June. He has a wealth of both technical and customer experience. His role in our organisation is to deal with the most complex technical escalations and large projects. To further bolster our IT Helpdesk, we have recruited two second-line IT engineers: Delrich Mazarello and Jamie O’Conner and a further first line IT engineer, Andrew Greenwood. Adding great people to our team demonstrates our commitment to service excellence and ensuring we have the right people to hand when you have a query or fault.
We have chosen to move our IT Helpdesk to one centralised system, Zendesk. You may notice a change to the look and feel of your support ticket appearance. Ticket numbers will all be 6 digit characters. The benefits of the organisation moving to Zendesk are: this is an efficient system and puts all our IT Helpdesk on one shared platform. Tickets will have all background and contact details and a systems status page. All our support engineers have their photos uploaded to their account so you can see who is working on your tickets. All correspondence will be via on central system making record keeping easier. This change happens on Friday 14th June 2019.