Service Update: Changes at CSL

At CSL, delivering reliable, responsive Managed Print Services has always been at the heart of what we do. As customer needs evolve and businesses demand faster resolution times and greater efficiency, we recognise that our service need to evolve too.

That’s why we are pleased to share a number of important improvements to our engineering team — all designed to further enhance the Managed Print support experience for our customers.

By investing in people, expertise, and structure, we ensure that our customers’ print environments remain productive, cost-effective, and well supported.

What’s Changed?

To better support our customers and respond more quickly to service requests, we strengthened our engineering team with three dedicated new roles. These changes allowed us to resolve issues faster, reduce downtime, and deliver a more consistent Managed Print service.

Dedicated Help Desk Engineer

For the first time, we introduced a Help Desk Engineer focused solely on remote support. This allowed us to resolve many printer and photocopier issues quickly, often without the need for an on-site visit. By resolving more issues remotely, we significantly reduced downtime, minimised disruption, and got customers’ print environments back up and running faster.

Paul Scott, who had been with the company since 2022, moved into this role in November.

Senior Service Engineer

We also welcomed Paul Hitchen in January, a highly experienced service engineer with over 30 years’ experience in servicing and repairing photocopiers. This marked another step in ensuring our customers received expert, dependable photocopier and printer support, and Paul’s direct manufacturer experience takes our service offering to the next level.

Dedicated Installations Engineer

Our new Installations Engineer, Jacob Eastwood, new to the industry and joined us in September 2025. Jacob’s role ensures smoother printer and photocopier installations and clearer handovers. A well-managed installation sets the foundation for a successful Managed Print solution.

These improvements helped us to:

• Maintain fast response times

• Resolve more printer and photocopier issues remotely

• Improve overall managed print efficiency

• Provide a better, more reliable service

These changes formed part of our ongoing commitment to continuously improve and invest in the service we provide. As a Managed Print partner, we believed proactive improvement was essential — not optional.

If you would like to learn more about how our Managed Print Services support businesses, or if you have any questions about these updates, visit the contact us section and complete a contact form, where a member of the team will be happy to help.