Maintenance
Whether or not you have hardware or services provided by ADP, we can provide you with a maintenance service contract. This provides complete peace of mind and ensures that whenever a fault occurs, the risk to your business is greatly reduced.
Our professional helpdesk, network of logistic spares holding locations and field service engineers ensure that these service level agreements are met.
Helpdesk
The ADP helpdesk is manned by a team of experienced technical analysts, who are tasked to swiftly ascertain the nature of each call, make a technical diagnosis and then either resolve it immediately or direct it on to the most appropriate area for specialist attention.
The helpdesk is equipped with advanced Call management Software knowledge database systems and Automated Call Distribution which enables our customers to talk to the right analyst quickly and so receive the best possible service.
Field Service and Support
There is a strategic network of ADP Field Service engineers based through Ireland - North & South.
Each engineer undergoes comprehensive training on the equipment and software in service. Field Support engineers, who each have years of engineering experience and undergo a more advanced training programme, provide the first level of escalation and are able to work with other specialist support personnel when required.
In the event that the helpdesk is unable to resolve a support call remotely, the call is handed over to the ADP Field Service team - who will contact the customer to advise on arrival time of the ADP engineer.
The Call Management System is directly linked in real-time to the field engineers' PDAs via GPRS. This provides full details of each customer and the issue that needs to be resolved and information about any components that have been despatched.
All of customers are continually supported by the ADP team, ensuring that issues are resolved as quickly as possible with minimum impact to your business.
