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The Helpdesk

A dedicated help-desk manned by a team of Payroll, Technical & HR specialists

Post-implementation can be a worrying time for a customer as qualified consultants leave their site and they are left to deal with a new system on their own. We realise that this can be a stressful time and any problem, whatever size or complexity can be detrimental to the running of your payroll or HR department.

We have therefore put systems in place to provide complete peace of mind and to ensure the smooth running of our customer’s solutions. Our dedicated support staff are on hand to help customers with operational queries, correction of data problems and provision of software ‘fixes’. All calls are logged via our help-desk system, which ensures we can deal with queries in a timely and proficient manner.

The process

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Call/Email

Customer gets in touch and logs a support request.

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Acknowledge

Support Desk acknowledges receipt of issue with a ticket and reference number.

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Investigate

Endeavour to resolve calls as quickly as possible, based on customer deadlines.

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Resolve

Issue solution or fix to customer and close the call, all data is recorded.

At the Miracle help-desk, we have put processes in place to ensure our customers receive correct and timely guidance.  Customers log an issue by phone or email, which is immediately acknowledged with a reference number and a priority. Our team of specialists then investigate the issue and we aim to resolve all calls as soon as possible.  To ensure a speedy resolution on our support calls, we ask our customers to provide as much information as possible when logging issues. The provision of screenshots, detailed descriptions of the issue and checking message logs will help our support staff to resolve calls as quickly as possible.

In addition to our standard help-desk support, we do offer a range of additional support options including bronze, silver and gold packages. We can also tailor a package to suit the specific needs of a customer if required.

Get in touch with the help-desk

0161 939 0111*
(Option 2/6)

miracle.support@eque2.com

* charges or calling costs will vary depending on your provider, please consult them for t&c’s

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