First point of contact
One number and one inbox for your staff or customers to report problems and ask for help.
Services
Helpdesk & Call Centre
A first point of contact for your staff or customers. We log every fault, solve what can be solved remotely, and get a technician moving when it can't.
What's included
What we take care of
A helpdesk joined up with the people who fix things on site.
Fault logging & triage
Every issue is logged with the details a technician will need, and prioritised by impact.
First-line troubleshooting
Common problems are worked through remotely using your procedures and known fixes, so many are solved on the first call.
Technician dispatch
When a visit is needed, the job goes straight to our field team with the diagnosis already done.
Vendor escalation
Issues that belong to a software vendor, carrier or manufacturer are passed to them and followed up until they're resolved.
Reporting
Regular reports on volumes, common faults and resolution, so you can see where the problems really are.
How it works
From request to sign-off
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Step 1
Contact
Your staff or customers call or email with a problem.
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Step 2
Triage
The issue is logged, prioritised and worked through remotely where possible.
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Step 3
Resolve or dispatch
It's fixed on the call, escalated to the right vendor, or sent to a technician.
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Step 4
Close & report
The job is closed with notes, and trends are included in your regular reports.
Typical engagements
The kind of work we take on
Retail
A fault line for store staff
One place for store teams to report device problems, with technicians dispatched when needed.
Overflow
Extra cover during a rollout
Support for an internal IT team while a large rollout increases call volumes.
Fleet
Multi-site device fleet
Fault logging and dispatch for devices spread across many locations.
Customer-facing
Support line for your customers
First-line help for the people who use equipment you've supplied to them.
Illustrative examples of typical work, not descriptions of specific clients.
FAQ
Common questions
Hours of cover are agreed with you. Our standard hours are [CONFIRM: helpdesk hours].
Yes. We work from your procedures and known fixes, and we'll suggest improvements as patterns show up.
By phone and email, set up for your account. We'll agree the details, including how calls are answered, when we scope the service.
The job goes straight to our field team with the diagnosis and site details already captured, so the technician arrives prepared.
Yes. You receive regular reports on volumes, common faults and outcomes.
Also from Admiral
Other services
Tell us about your rollout.
One site or every store in the country, we'll chart the course. Every enquiry is read by a real person and answered with a clear next step. None are left adrift.