Support Centre

Customer Support Centre

We understand that every minute of downtime impacts business productivity so each step in our support process is designed with a view to sorting issues and queries quickly. The support team is dedicated to following up on helpdesk tickets logged, and proactively keeping our customers informed with progress reports and updates.

Emydex support all our existing customers through SLAs with guaranteed response times and can offer 24x7 support where needed. All support issues are logged by our customer in a web-based Emydex support portal where they are proactively monitored by our customer service manager and assigned to the relevant support team members for resolution.

Meet your Support Team

Customer Helpdesk

Your first contact to the Helpdesk is the Customer Service Manager; Lorna Daly who is responsible for clearly identifying, evaluating and prioritising your issue.

2nd Level Support

2nd port of call is 2nd Level support with Vlad Balashov and Fran Arias Vela. They are committed to resolving issues quickly and with the least impact on productivity.

Development Team

The support team is backed up by the extended team of developers who are available to advise and aid the support team on resolution of issues.

Lorna Daly - Customer Support Manager

Lorna joined Emydex in October 2011. She has over 5 years experience working within the Helpdesk field, having previously worked for IBM. Lorna obtained a Bsc in Business Computing from Athlone IT.

"Each day is different, and it is a good feeling when you know you have seen an issue through to resolution and provided the client with a solution."

Her aim is to provide excellent support with a get it right first time approach – asking the right questions to get to the root cause of the issue. Lorna expresses a deep commitment to delivering customer satisfaction and strongly believes in customer being the top in priority and that every customer deserves the best support experience.

Vlad Balashov - 2nd Level Support

Vlad joined Emydex in October 2010 and provides 2nd level support for customers. Vlad has a degree in Information Technology from Dublin City University.

Vlad is passionate about providing quick solutions to the issues raised by customers. He enjoys the challenges involved in providing support to clients. Vlad is known for his willingness to learn new things and for his ‘can-do’ attitude. He is an asset to the team with his positive attitude.

Fran Arias Vela - 2nd Level Support

Fran joined Emydex in December 2007 and is our resident Scanner expert. Fran has a Degree in Computer Science Engineering from Castilla-La Mancha University in Spain.

Fran loves to deliver effective solutions with a fast turnaround times to ensure high customer satisfaction. Fran has strong technical and problem solving skills and has the ability to quickly diagnose and resolve complex issues. He is a strong customer advocate and constantly seeks to improve his skills.

2012 Emydex Team

The Extended Development Team

The full development team is made up of a bunch of talented individuals from countries including Ireland, the UK, Spain, Lithuania and Russia.

Left to Right; Carlos Gamiz, Algimantas Sarapas, Conor O’ Driscoll, Carl Brennan, Vlad Balashov, Lorna Daly, Francisco Arias Vela, James Grennan, Danielius Simonavičius, Felipe Moreno, Dave McMahon, Dean McDonnell, Craig Fay (Absent - Dwain Casey)

Emydex Support Portal

For existing customers simply click on the button link provided to login to your individual client support panel

Download Remote Assistant

In order to resolve your issue it often helps to connect to your PC to see what you see and to interact with the application.

We use the application Team Viewer to enable us to remotely control your PC as if we were sitting right in front of it.

This allows the support team to provide spontaneous support, viewing an issue and dealing with it directly.

Steps for Remote Support:

Step 1

Click on the link for Remote Assistant

Step 2

Download and run the installation file (this takes less than 30 seconds)

Step 3

Give the id and password to the support agent

Step 4

Support agent remotes to your PC. Simple!