We know that all you want to do is get on with your day, so when something goes wrong and you need us, we also know it's really important we respond quickly and efficiently.
That's why we make sure our response times are not just great, they're best-in-class...
Any issues raised with our Service Desk are prioritosed according to the following triage matrix:
From this, we'll assign your issue a priority level from P1 to P5:
The priority level of your issue will determine our target response and resolution times as well as escalation procedures:
But don't worry, we're pretty good at exceeding expectation and our actual response times are industry-leading. In fact, we're so proud of them, we publish on the front page of our web site every month!
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Joshua joined the team last year as Service Desk Engineer and since joining us he’s gone from strength to strength within the company. At Team Metalogic we are committed to helping our colleagues grow and develop in order to excel in their careers, and Joshua is no exception.