Help Desk
Call Logging
NetSpeed's customer-focused staffs use ieSupportManager, to deliver outstanding service to our customers. ieSupportManager enables us to provide the customer with call logging and tracking facilities, planned maintenance services, maintenance contracts, statistical feedback, and equipment history. More importantly, it allows us to identify potential problems before they become mission critical and provides a guaranteed process of escalation when necessary.
This means NetSpeed can offer the customer a quality human resource, backed up by a secure and reliable system with the added benefit of you the customer being able to login and log calls and track open calls. If you haven't registered please contact NetSpeed at support@netspeed.ie and you will be issued with your username and password.
Live Remote Access
In order to ensure a more effective response time to issues logged by customers NetSpeed employs the Citrix GotoAssist tool to gain access to a customer desktop to resolve the issue they maybe experiencing.
How it works:
Step 1: Once you are on the phone with a member of our support team, you will be directed back to this page after your support representative provides you with a unique connection code. You will then enter the code in the field below and click the Click Here button to initiate the screen-sharing session.
Step 2: You are prompted to download a small virus-free plug-in.
Step 3: With your permission, your support representative can view your screen and share control of your mouse and keyboard.
Step 4: You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.