Help Desk Services

CONTENTS

Help Desk Services from CIBSE Certification

CIBSE Certification provides technology support services exclusively to CIBSE Certification registrants. Our support team is committed to delivering high quality customer service and support to all Scheme members.

HOURS OF OPERATION

The Help Desk services are available between the hours of 9am and 5pm GMT, Monday to Friday.

After hours support is not guaranteed and calls, emails or tickets received after 5pm and before 9am Monday to Friday, as well as the weekends, will be forwarded to an answering service.

Email requests and tickets assigned to the Help Desk over the weekend will be acknowledged the next working day. Additionally, the Help Desk will be unavailable during major UK holidays. This includes after hours support.

REQUESTING ASSISTANCE/SERVICE

Help Desk/support services can be accessed in the following ways:

URGENCY OF RESPONSE

There are varying levels of urgency of queries and CIBSE Certification aims to provide a service appropriate to the issue. We will try to deal with any software query which stops members lodging within one hour. For more general technical queries we aim to provide an initial response within one working day.

Certification registrants are asked to forward queries by email wherever possible
A ticket will be created for each email request received by the Help Desk. For email requests to be processed, the following information should be included in the body of the email:

  • Requester's full name
  • Client company name
  • Call-back number
  • CIBSE Certification registration number if registered, and
  • A detailed description of the issue

A received ticket will be assigned to a team member with the proper priority. and will be dealt with according to the Help Desk Response Times.

Email requests sent over the weekend will not be acknowledged until the next business day.

HELP DESK RESPONSE TIMES

In some urgent cases calls will be received by CIBSE Certification on 020 8772 3649. The following timelines are set for dealing with inquiries

  • Critical issues will be dealt with immediately (these would be issues which are business critical and affect the member's ability to lodge certificates).
  • Urgent issues will be dealt with within the hour
  • High Priority issues will be dealt with the same working day
  • Low & Medium Priority issues will be dealt with the same or on the following business day.

Some complex technical queries may take longer to provide an answer for, particularly if they have to be referred on for decision.

Phone
If a telephone query can be handled immediately, a team member will stay on the line to resolve the issue. If the member of the team estimates that the incoming request will take longer, the caller will be informed that the issue cannot be addressed immediately and a ticket will be created in the Help Desk queue where it will be dealt with according to the Help Desk Response Times.

Voicemail
If all team members are unavailable, the caller will be placed in a hold queue and will be transferred when a  team member becomes available. The caller has the option to leave a voicemail if they choose not to wait in the hold queue.
In such cases, the Help Desk will listen to the voicemail, create a ticket, and place the ticket in the Help Desk queue where it will be dealt with according to the Help Desk Response Times.

Tickets
Tickets can be assigned to the Help Desk through the Support Website.
Incoming tickets will be placed in the Help Desk ticket queue and will be dealt with according to the LCEA Help Desk Response Times.

Call backs
On a call back, the Help Desk will leave a voicemail for the caller if there is no answer. The Help Desk will make additional attempts to contact the client for 2 consecutive days. If the client has not responded to the Help Desk after the second day, the ticket will be marked as closed.

SETTING PRIORITY LEVELS FOR REQUEST

Calls and Emails
The Help Desk will make every effort to resolve the issue at the time of the service call. This will be the initial method for resolving issues provided that a qualified team member is available.

During those times when a qualified team member is unavailable at the time of the call, and for email requests, the Help Desk will log and assign priorities based on the specific definitions referred to above. Requests will be handled according to the priority assigned to them and dealt with according to the LCEA Help Desk Response Times.

Tickets
It is important that the enquirer chooses the correct priority level when creating the ticket, so that we may effectively process all requests. However, it is at the discretion of the team to downgrade or upgrade a ticket priority if they consider it necessary.