How does the Service Desk handle my call?


• All initial customer service and support calls should first be logged with the Service Desk quoting your Company reference number. You can do this by either calling on: 0118 923 5666 or emailing:

• If the Service Desk is unable to resolve your enquiry on the first call to us, we will provide you with a reference number

• Depending on the nature of the problem, your call will then be escalated from 1st to 2nd level, within the Service Desk, and if necessary onto a 3rd level support team for resolution

• Our service levels focus on answering 65% of your phone calls to us within 30 seconds, with an abandoned call rate of below 2% and an average wait time of less than 1 minute.

• Wherever possible we will aim to respond to and resolve 70% or greater of all Service Desk calls within 4 hours.

• If at any time you feel your call is not being handled appropriately then please invoke the escalation process below:

  1. In the first instance contact Heather Simpson, Service Desk Manager by:
    Direct dial: 0118 923 5779
    Mobile: 07734 342063
  2. Then contact Iain Callaghan, Operations Manager by:
    Direct dial: 0118 923 5617
    Mobile: 07725 759760

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