Following some intensive training last year, Ben Boothe has took on front line support for DSL Systems. All DSL’s support calls are now directed through Ben who is able to assess them and resolve where possible. Ben can escalate the support case and assign to the correct DSL engineer with the required expertise where he isn’t able to resolve the issue himself. Support is managed by the new DSL help desk system which logs all support incidents and tracks the progress of fault fixing. Customer’s can access the help desk via the internet to check the status of faults and monitor their support log. Reporting from the help desk allows DSL to work with their customers to identify training issues, plant maintenance issues, process improvements etc.