Helpdesk - Introduction
At AirData we view our Helpdesk as one of the most important parts of our organisation - the service our Helpdesk team provide is a major contributing factor in keeping AirData ahead of our competitors.
We are passionate about ensuring our customers achieve the full potential that our products can deliver and as a result we take this service very seriously.
In order to ensure the best service at all times, our Helpdesk operates under a continual process of review and improvement. We are always looking for ways to improve and extend our support / helpdesk offerings and welcome any form of feedback..
This section provides an overview of the service(s) you can expect from our Helpdesk
Quick Reference
Our dedicated Helpdesk telephone number is: +44 (0)1293 402020 available 24/7
Our dedicated Helpdesk Web Portal is Halo (Customers Only)
Direct contact through this website is available here
The Team
Ensuring that our Helpdesk is comprised of people with the right skill sets is an important aspect of delivering a first-class service.
We recruit our helpdesk team from a mixture of aviation and IT backgrounds. This ensures that we have a complementary mix of skills capable of addressing the vast majority of customer issues.
We also aim to ensure we have a good mixture of native language speakers for the various regions where English is not the first language and we have a sufficiently large customer base to warrant it.
So whether a problem is a pure IT issue or a complex operational issue we always have a Helpdesk team member who both understands the problem and can assist in its resolution.
Working Together
We know that, these days, it is possible for you to have a less than ideal experience when interacting with a helpdesk - whether it is your own company one or a supplier's. It is easy to come away feeling misunderstood, frustrated or even unimportant and ignored.
These are issues that we work hard to ensure do not happen when dealing with our Helpdesk and we believe the key to this is communication.
At AirData we endeavour to build long term relationships with our customers. This ensures that good communication channels are always open and goes a long way towards providing a successful Helpdesk.
The philosophy of good open communication is also built into our purpose-built Helpdesk web portal - Halo.
Halo is designed to ensure that our customers are always aware of the progress of their particular issue: who is working on it, where it is within our internal procedures and also allows them to view, review and contribute in our internal discussions about the problem or query.
We conduct periodic reviews of both our customer's use of our system and their operational activities. This ensures that we have a good understanding of their needs but, more importantly, allows us to advise them when we identify that they are not extracting the maximum benefits that our products can provide. This type of activity we classify as Pro-active Support and is equally beneficial to both AirData and our customers!
It is the application of these principles of good communication, pro-active monitoring and transparency that help ensure your encounter with our Helpdesk will be refreshingly productive!
