Welcome to the IT Helpdesk Portal. The place to log and track your IT requests.

Reaching out for Support

You’ve got an IT Problem – We want to help

It may seem that the obvious step is to pick up the phone and call, however, this may not be the most efficient or effective method for many reasons (e.g. The Support Analysts may be busy on another users’ query; the Level of Technician required may not be the one who picks up your call) and so our recommendation is to always log the query via the Portal or email first. However, please feel free to use any of the following channels:

• Login to the IT Helpdesk Portal and make a Request by clicking on Report an Incident

• Use your Mobile App to make and track requests
  (Search "FreshService" in your App Store on your mobile and install - SEE FURTHER BELOW ON HOW TO GET THIS SETUP)
• Email us at support@affinitysmart.com
• Call Us on 020 3384 4859
  General Support is available Mon-Fri 08:30 to 17:30 GMT excluding UK Public Holidays (unless you are on an extended hours support plan in which case specific contact details will have been provided to you within your contract).
  Out of Hours Support is available for Priority 1 issues only. Please call the number and leave a message - your message will get logged straight into our Helpdesk and an On-call Agent will be notified.
• Use the Desktop App (installed on every device we manage and support) to raise a request. The app sits in the system tray next to clock.
   
  You can send a Support Request with Screen Shots to help demonstrate any errors.

Logging your request via the IT Helpdesk Portal is a great way to start – why?

• Self-Help Guides
  So for example, when you start typing a request such as “Need to setup Exchange Email on iPhone” – immediately, you will be presented with a Published article on how you can do this (including a Video guide). Try it!
  As time goes on many more published articles will start to appear (they will be targeted on the Services we offer you).
• Search your Tickets for solutions from the past
  An issue has come up which had happened in the past and was resolved (you remember there was a ticket for it).
  You will be able to help yourself in resolving the issue by searching for the historic ticket which held the Solution.
• Keep track on the Progress
  When you are logged in you can view and track the progress of your reported request.
  This can save you time by calling up. You will be able to view the status and progress on all your Requests as well as any Historic Tickets.
• The Mobile App
  The IT Helpdesk can be with you wherever you go and whichever device you are using.
  The Mobile App can offer you the ability to make a Support Request as well as Track progress and also make a Service Request from the Service Catalog.

The IT Helpdesk Portal offers you a level of self-help designed to save you time in getting your issue resolved.

Our Helpdesk never sleeps. Although our normal operations are Mon to Fri 09:00 to 17:30, the IT Helpdesk Portal works 24/7. You can log your requests and find solutions anytime, anyplace and on any device.

Quick Start Demo on Logging in and Submitting a Request:

Get the Helpdesk APP on your Mobile
Search Freshservice in your App Store
Dependant on the device you are using, Download from either of the following:
Apple APP Store: Freshservice on the App Store (apple.com)

Google Play Store: Freshservice – Apps on Google Play

Once installed, you will be prompted for the url, enter: hd.affinitysmart.com
Followed by your Helpdesk login (which will be your work email address) and password.
If you don't know your password, then simply click on the "forgot password" link when you attempt to Sign In.

The following Demo Video demonstrates how to setup the app on iPhone\iOS on the following link:

We trust this portal to be an effective and efficient tool for you to review and track all your requests.