Please see the communication below distributed to our customer database on 3rd April 2013:
Introducing the Helpdesk
Hi my name is Duncan Bell and I am the Technical & Training Manager at IDS. I would like to introduce the technical helpdesk to you and highlight what you can expect from them.
Firstly I would like to introduce the people behind the phones. Avish Nunkoo has been helping you for the last three and a half years answering your questions and sending you information. Sly Subramoney has been answering your queries for the last 8 months and is building his knowledge every day. Jared Cockcroft has been with IDS for 6 months and is also gaining knowledge with much enthusiasm to be able to serve your every query. Jared assists as backup when someone is unavailable on the technical helpdesk.
So, what can you expect from these ready to help guys? They are the first tier of support for all IDS product installers. As you know trying to help over the phone is not as easy as it seems, as they are not onsite to see first-hand what the problem is and look at the complete situation before making a diagnosis. They need your help when phoning the helpdesk, to give them as much information that you can about the site, the product and what the issue is. This will help them to make a diagnosis and give you a solution or help you try and find a solution. They may ask you questions that you feel aren’t relevant but please bear with them as they are trying to build a picture in their minds to help give you the best solution. They are not always able to give an exact solution but will be able to give some ideas to help you find the solution. They may also recommend that you contact your branch technician or sales person to assist you further onsite.
Monday to Wednesday & Friday: 7:30am to 5pm
Thursdays: 8:30 to 5pm. (Team are in training from 7:30am - 8:30am)
Helpdesk Contact Number:
Technical & Training Manager