ADSL’s 24/7 Helpdesk receives calls directly from soldiers across the whole PAC footprint. The Helpdesk is unusual in the range of information it can provide. As well as logging calls from soldiers who request repairs to accommodation the Helpdesk supplies local information, for instance the telephone numbers for taxi companies, and it acts as the hub for logging any Health and Safety incidents.
In a typical month, the Helpdesk answers 6,300 calls and receives around 100 emails per day. Performance is high with 98.6% of calls answered in less than 30 seconds. The Helpdesk team will also provide progress information on logged calls. An integrated ERP system enables rapid extraction of detailed and accurate information about the estate and about individual calls that have been logged at the Helpdesk.