Curtis FitchCurtis Fitch

By Dave Webley

Oh no!

Something’s wrong….

Who you gonna call?  The other emergency service… The Curtis Fitch Helpdesk team!

There are very few (if any) companies out there that could survive without a helpdesk or support team. We all like to think we have the perfect product that never goes wrong and is simple to use, but the reality of it is that there will always be an issue here or there or maybe even an area of the software we don’t feel completely comfortable with. Let’s be fair, we can’t expect to remember everything we are shown, can we? The solution is simple. Get in touch with the helpdesk team. If you have a phone… call us, if you access to email… drop us a message, got a computer… visit our web support area… If you have none of the above… send a carrier pigeon. Our address is at the bottom of the page!

What makes a good analyst?

First things first, when you pick up the phone you want to speak to a human being. We’re not robots: you call us, you speak to a person. That’s a good start isn’t it? A support analyst should be a good all-rounder.  A solid knowledge of the software, not always going to win player of the match, but will be in the running for the award. With this in mind, to have a good knowledge base will mean that they are not necessarily an expert in every field. Not that they’d ever let on! They will know exactly who to speak to should a situation arise where they don’t have the answer straight away, making it key to keep up good relations internally. We are a close knit bunch here at Curtis Fitch and each department works together to provide the best possible service.

Much like an airline pilot, another important string to the analyst’s bow is to have a calming demeanour when dealing with customers. You wouldn’t want the person on the other end of the line to sound more panicked than you! ‘LADIES AND GENTLEMEN THE SYSTEM IS GOING TO CRASH… AAAAAHHHHH’… No one needs that. We’re fans of a smooth, James Bond style approach to matters.

I’m slightly biased, but I think our team deliver all we set out to and more. We always strive to go above and beyond. If we haven’t then please let us know. Constructive criticism is vital in driving improvement, whether that’s as a person, department or business. On the flip side, I have been working in a helpdesk environment for over 10 years now and I can tell you that it’s always nice to know when we have done well.

We might not be able to fix everything straight away, but…

We will work hard to fix it as soon as possible. What happens when dealing with a helpdesk team can make or break the way you feel about a company. You might be feeling agitated or upset when contacting us and we understand and appreciate this. It’s not often we can’t fix a problem so you can be safe in the knowledge that we are here for you and by the end of it all we will be your best friends.

We prefer to be proactive, rather than reactive, so we have invested time and effort developing our web support area. Even if you prefer the old fashioned way of giving us a call, I’d still recommend taking a look at the web support area, it is really rather good, if I do say so myself! Who knows what you might learn…

Well it’s time for me to wrap this up now, the phone’s ringing.

‘Good afternoon, Curtis Fitch, how can we help you today?’

Dave Webley
About Dave Webley
To empower the Labs team to deliver an industry leading product that has usability and security at its core. When I’m not spending time with my family cycling is my passion and I love clocking up the miles during the summer months.
The Other, Other Emergency Service…