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This Service Desk Procedure page outlines our commitment to our customers. As a team the Service Desk strives to provide a high standard of service and we measure ourselves against Key Performance Indicators.

We welcome your feedback both good and bad and service we provide to assist with our continual improvement.

What you can do to help us resolve your call

To help us deal with your call effectively it’s important to provide as much useful information as possible.

Please provide the following when calling the Service Desk:

• Your organisation’s name
• Your DCFS number
• Your contact telephone number including extension
• Your availability times

You can also help by providing specific information about the problem such as PC serial numbers and Error codes/messages.

Whenever possible a Service Desk Analyst will try to resolve your problem when you first call in. However if this cannot be done they will take the relevant details and log it as a call for an appropriate analyst to call you back.

At this point you will be provided with a reference number, please keep note of this reference should you wish to call back and check on the status of your call.

Very often it is necessary for a Service Desk Analyst to remotely control your PC in order to resolve your issue. If this is a SIMS Terminal Server related issue please mention this to the analyst, if not you will be asked for your computers IP address; the Service Desk Analyst will help you to proceed if you are not sure how to find it click here.

The Service Desk Analyst will also check that the particular enquiry is covered by the terms of the Service Level Agreement purchased as this will determine the level of support that can be provided. Details of what is covered by each SLA can be found on this website by clicking here.

Contacting the Scomis Service Desk

By Post:

Scomis

Great Moor House

Sowton Industrial Estate

Exeter

EX2 7NL

By Email: Scomis@devon.gov.uk

Online: Log a Call Online

By Telephone: 01392 385300

By Fax: 01392 385302

Please be sure to check our Solution Search
with our online FAQ's.

How and when can you expect a response from us?

When you contact us by telephone we will endeavour to resolve your query whilst you are on the phone, but if this is not possible your query will be logged for further investigation.

We endeavour to respond by telephone to high priority cases, such as a system failure or where a user is unable to work, within 20 minutes of the initial enquiry being logged.

If you are unable to perform key time critical tasks but are otherwise able to work we aim to respond to you by telephone within 30 minutes.

For intermittent hardware or software issues where you are still able to perform key tasks we aim to respond to you by telephone or email within 8 hours of you logging the enquiry.

Please see the table below which illustrates the response times above.

How we are doing?

To check our performance please take a look at the Service Desk Monthly Performance Page. This details the performance figures of the Service Desk which can be compared to the current KPI Targets.

Journey of a case: