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Meet the Helpdesk team
Edegem, 04 November 2010
The helpdesk team at the Cheops service centre is available to provide you with IT support whenever you need it. But who are the people on the other end of the line who help you with all your major and minor IT problems? Meet Kenneth Hermans, Geert Neefs, Roel Van Daal and Geert Acda, all of whom are support engineers at Cheops.
If you have ever contacted the Cheops helpdesk, you will know that this service can be contacted by telephone on +32 (0)3 320 82 38, by e-mail at helpdesk@cheops.be, and through the customer portal on our website.
The planning team answer the telephones and put your calls through to a support engineer who is available at that particular moment. “Whenever we receive a call we create a log straightaway,” said Geert Acda. “We note the names of the customer and the user, and make a record of the problem. Next, we create a ticket and notify the customer of the reference code. Then we start looking for a solution.”
The telephone at the service centre helpdesk normally rings constantly. “On busy days, each of us deals with about thirty calls, each of which may last for anything from 15 minutes to a couple of hours,” Geert Neefs explained. At quieter times, the men are never at a loose end. This is because they are also responsible for the pro-active services (such as remote monitoring and remote health checks) offered by Cheops and deal with any incidents before they are likely to become a problem.
The service centre staff are confronted with a wide variety of IT problems. “Our work ranges from answering questions about Office packages to dealing with server crashes,” said Roel Van Daal. “That said, we deal with virus problems and difficulties connecting to the server more than anything else. We can find a solution for most problems, but sometimes we have to call on the specialist knowledge of Cheops’s system engineers. We do that in about 20% of the cases we handle.”
The men at the service centre have a few valuable tips on how to avoid IT problems. “Be sure to report your problem to us as soon as possible,” said Kenneth Hermans, “because if it is left too long it will usually just get worse. You can also avoid problems with many viruses by being selective about the websites you visit and regularly checking when the subscription for your virus scanner is due for renewal.”
