Our Service Desk team is currently made up of six dedicated staff comprising of:
- 1 Service Desk Manager
- 3 Service Desk Analysts
- 1 Infrastructure and Release Manager
- 1 Network Administrator
The Service Desk manages the support relationships for both the DMS and eCMS. The range of skills required to support customers in a first and second line capacity is offered through the Service Desk Analysts with the Network Administrators monitoring and improving the external hosting solution. Incidents of a complex technical nature are passed to third line developer teams for resolution.
Service Desk Availability
The UK Service Desk is located at our Head Office in Liverpool, UK and is staffed Monday to Friday 0830 to 1730 GMT.
You are able to log tickets and access our Knowledge base via the support portal at - Https://support.newmind.co.uk.
If you have something urgent then our support team can by phone on 0330 440 1824
Once calls are received you will receive an instant acknowledgement and reference number. This will be used in all subsequent communication in order to track your issue to resolution. We will triage the issue and give you an estimated resolution time.
Service Desk Tools
The main Service Desk tool used is the call logging system called Zendesk. Upon speaking to a Service Desk Analyst you will be asked to log your call via the support portal to ensure that your request is picked up by our service desk software and can be managed and resolved efficiently.
Remote control software is also employed to connect to customers PC’s to view incidents that cannot be reproduced in house. Primarily a platform to view and resolve incidents remotely, this can also be used to give simple and effective training sessions to customers.
Service Desk Analysts and Network Administrators also respond to the events triggered by server and external web monitoring software.
Service Desk Procedure
The Service Desk is managed along ITIL Service Management guidelines and the majority of the processes within the Service Desk are referenced in part, from this best practice ethos. For more information on ITIL, please visit http://www.itil-officialsite.com/home/home.asp
As a first and single point of contact for all users of New Mind | tellUs technologies, the Service Desk acts as a funnel through which incidents (perceived or actual issues with the software), Service Requests and if necessary, Change Requests are channelled. Calls can be logged in using three different methods, telephone, email or web portal.
We encourage all customers to the web portal for low and medium priority incidents and telephone for high priority. As well as performing fixes, the Service Desk also manages the incidents raised, keeping customers informed of progress on calls logged and liaising with Developer Teams over resolution times.
In the first instance, contact our service desk and log the incident and the team will endeavour to resolve the issue as soon as possible. If you are not happy with the response and wish to escalate the issue please escalate the case to the Service Desk Manager who will be happy to investigate the issue further. We aim to respond to you within 10 days following your escalation, all enquiries will be acknowledged and investigated within 2 working days. Your escalation will be kept on file and will enable us to monitor the number and types of escalations/complaints.
As a nominet domain registrar, any enquiries, changes or complaints around .uk domain registrations should be directed through our Service Desk in the normal manner.
Reporting Abuse Emails
Online security is increasingly important as e-crime is becoming more prevalent and widespread globally. However there is plenty you can do to protect your online identity. In the event of you receiving abuse emails from a domain registered under the New Mind tellUs Nominet account please report them to firstname.lastname@example.org and we will acknowledge and investigate your query.