The Help Desk isn’t just a support function—it’s a critical operational nerve center. At Cennox, our Help Desk serves as a trusted, high-performance gateway between your business and the expert engineering support that keeps your operations running.
Available, responsive, and deeply integrated into your environment, our Help Desk ensures every issue is captured, understood, and acted on with speed and precision.
Regionally located help desks staffed by team members who know your business and can to support you and your staff - with every call logged and reported.
Our help desk staff record and score all enquiries, generating tickets that can be processed from initial receipt, issue identified, through to resolution.
Where available, Cennox provides device monitoring that records the status of all devices on a network and raises alerts when a devices goes offline. This is often before the customer knows or calls.
Most tickets can be resolved quickly and closed at first line reponse. Their training and access to the right tools and processes often provide a solutions with no further action or engineer involvement.
Where a deeper level of support is required, our specialist engineers cover the deeper diagnostics, triage and support - and where needed, escalating to an engineer visit.
Our help desk will dispatch engineers nationwide to resolve your issues within your SLAs, wherever they are needed.
Across each stage of a help desk ticket, we follow the same path on a customer call as on a device alert.
Each call is received, logged, assigned with priority level and where required, emails generated to key contacts. This process automatically creates a Help desk ticket for eventual SLA reporting and monitoring.
Where possible the Help desk staff act as First-line support with a goal to resolves the issue. If this cannot be done the enquiry is escalated as outlined in the SLA model built for that customer. Most tickets close on the First-Line stage.
Second-line escalates to a specialist engineer for further investigation. Where an over the phone resolution can’t be found, a field engineer with the right part on the van is dispatched.
The ticket closes when the device is back up and running and the action plan has been followed for each ticket process.
Most help desks close the call when they have logged the ticket. Ours close it when the device is back. The customer gets one update when the ticket opens, one when an engineer is on the way, and one when the fix is signed off. No chasing, no chasing the chase.
The help desk is the front door for break-fix. Most tickets that escalate go to a Cennox engineer with the part on the van.
View reactive break-fixRoutine visits prevent the tickets that would otherwise come through the help desk. Most contracts run both together.
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