Services - Remote Support Helpdesk

Remote support helpdesk

First-Line Remote Support helpdesk delivering multilingual technical support

Your customers want immediate support when equipment issues occur.

Veritek's first-line remote support helpdesk helps you reach customers quickly and increase first-time fix rates by providing your customers with access to OEM-trained engineers with strong communication skills.

Access a cost-effective resource

Setting up and staffing a remote support helpdesk is expensive for OEMs.

With Veritek as your after-sales service partner, you get access to a remote support helpdesk manned by OEM-trained engineers at a fraction of the cost of setting up the necessary infrastructure in-house.

Increase customer satisfaction

Our empathetic remote support helpdesk operators handle calls quickly, efficiently and transparently.

Each operator has access to your SLAs, sites and equipment, which 

means they have the complete picture from the start.

For you, this means increased user satisfaction and brand perception.

Onsite visit required? We guarantee a rapid response

Sometimes equipment maintenance calls require an onsite visit. On such occasions, our dispatchers guarantee efficient job scheduling and rapid response.

Boost visibility and loyalty toward your OEM brand

When you white-label your remote support services, our operators enhance your customers' experience by answering calls in your name, matching your brand voice, and per your instructions.

Extend your remote support helpdesk capabilities across Europe

Veritek can give you access to multilingual remote support engineers and, if needed, a team of 150+ field service engineers strategically located across Europe within a single call.

Measure and report on your SLA

Your Veritek Account Manager will ensure we meet the deliverables listed in your Service Level Agreement and will regularly report on agreed metrics.

Read our resources

Why demand for remote assistance for OEMs' customers is increasing

Why Choose Veritek?

  • We keep pace with manufacturing trends: We have the competence to service complex technology that combines mechanics with software
  • Robotics maintenance and service skills: Our team includes OEM-trained certified professionals
  • OEM’s choice for mission-critical equipment: Start-up support, routine maintenance and emergency response maximise the performance and lifespan of mission-critical equipment
  • Wide geographical reach: We have engineers strategically located across Europe 
  • Scale quickly and easily: Scale your field service capabilities as you need. We grow with your business, so you’ll always have the right capacity
  • Service exclusive: We don’t sell products. We don’t sell equipment. Consider us an extension of your team

We Offer

  • Multilingual remote technical support help desk
  • Equipment installation services
  • Device upgrades
  • Major rollouts simultaneous across multiple sites
  • Scheduled on-site maintenance
  • Proactive monitoring
  • Remote diagnostics and repair
  • Warranty support
  • On-demand breakdown support
  • Company data insight and analysis service
  • Bench repairs
  • Back to base repairs
  • Swap out replacement service
  • Field engineering support
  • Parts service
  • Third party management
  • Operator training
  • Decommissions
  • Machine Moves
  • Field Change Orders

How we’ve helped our customers

Boots, one of the largest retail chains in the UK, needed to upgrade 3,000 photographic kiosks in around 900 stores, as well as install printing equipment at 350 larger Minilab stores.

Read Case Study

Topcon sought a technical service and support partner to maintain its exceptional customer service and rapid response to customer needs.

Read Case Study
  • With Veritek we have one point of contact for large teams of highly skilled engineers across Europe – they are very easy to do business with and have grown to be an important service support to our graphics markets. Repeatedly, Veritek has demonstrated its flexibility and adaptability in terms of servicing a wide array of graphics presses, managing peaks in demand efficiently while also offering value for money.

    Alberto Pedreno
    EMEA GSS Operational Development Manager, HP Graphics
  • The case for partnering with Veritek was compelling given their UK wide number of engineers and support infrastructure, all aimed at delivering faster responses and enhanced customer satisfaction whilst offering value for money. The project management has been exceptional, particularly in the area of significant volumes of ophthalmic equipment installation.

    Andrew Yorke
    Head of UK Business, Topcon
  • Our key aim was to provide a uniform, effective and efficient service to all our digital cinema customers across Europe - we chose Veritek for its expertise and geographical coverage. Through Veritek we provide a pan-European, multilingual NOC (helpdesk) with pro-active monitoring, remote resolution and helpdesk support across all Sony Digital Cinema 4k installations in Europe, on-site support for Sony screens, preventative maintenance anda reliable break/fix service.

    David Mcintosh
    Vice President, Sony Digital Cinema 4K Solutions for Europe and the America
  • Veritek was selected for the quality of its NOC and on-site support services, along with its track record of non-competing services which achieves near 100% SLA adherence. We have trained Veritek engineers to the same high standards as GDC’s engineering teams to ensure our industry-leading hardware and software solutions - coupled with our own direct service delivery fulfilled by Veritek’s service and support - offer exhibitors a complete solution, simplifying operations and enhancing the customer experience.

    Dr. Chong - Founder,
    Chairman and CEO, GDC Technology Ltd
  • By providing a first class repair facility for warranty and non-warranty projectors; Veritek adds even more value to our customers over the long life of their Barco product

    Colin Dunne
    Customer Care Manager Barco UK & Ireland
  • Fujifilm have worked with Veritek for many years as its preferred ‘outsource’ provider for the installation and maintenance of the company’s range of Photo equipment. We trust our Veritek engineers to carry out warranty work on our behalf to exacting standards. Veritek will always be at the forefront of service as they keep a keen eye on all technical support developments. We're delighted to have them as a working partner.

    David Honey
    Director, Fujifilm
  • In September 2014 we embarked on the biggest upgrade of Photographic equipment for over 15 years - a complex multi layered project, it involved the removal and installation of approx. 3000 kiosks in around 900 stores. At all times Veritek demonstrated an amazing level of flexibility and their whole team demonstrated an exceptional level of technical knowledge, and operated with a totally professional approach. The result achieved was beyond our expectation.

    Keir Jones
    Category Manager, Boots

Let’s get started! Give us a ring

We’re ready to solve your technical support challenges, so give us a call to discuss your needs

After Sales Services For Medical OEMs Datasheet

FEATURED RESOURCE

Download our datasheet for a summary of the features and benefits of our after-sales service partnerships for Medical OEMs. Includes a case study.

Success! Check your inbox. Once you've confirmed your email, your datasheet will be sent to your mailbox shortly