IT Support & Managed Services
Remote Support & Helpdesk
We resolve the majority of day to day incidents remotely, without waiting for a site visit. Every request is logged so a history exists per user and per device, and response times are agreed in writing. Under a support contract, remote support during business hours is unlimited.
Who it is for
- Businesses with users across more than one location
- Companies where small problems stay unresolved for days
- Organisations that want a request history rather than verbal reports
- Sites with remote or hybrid working
When we are NOT the right choice
- If the fault requires physical intervention on hardware
- If remote access tooling cannot be installed
- If there is no working internet connection on site
PROCESS
The process
Indicative times from signature of the proposal, subject to hardware availability. Every project is shaped to the size and the needs of the client.
01Reporting channel activation
We define where incidents are reported, so they are not lost in personal messages and phone calls.Time: During onboardingDeliverable: A single point for raising requests
02Logging and triage
Every request is logged and triaged. Severity determines the response time that applies under the SLA.Time: On reportDeliverable: A logged request with a severity
03Remote session
We connect with the user consent and work directly, seeing the problem as the user sees it rather than as it was described.Time: Within the agreed response timeDeliverable: Direct intervention on the workstation
04Escalation to on-site when needed
Where the problem is physical it escalates to a visit. The engineer arrives already holding the incident history.Time: Per SLADeliverable: A scheduled visit
05Closure and history
We record what caused the incident. Repeat incidents become a remediation proposal in the periodic report.Time: On resolutionDeliverable: Recorded cause and actions
| What is included | What is not included |
|---|---|
| A single incident reporting channel | Physical repairs and hardware replacement |
| Logging and triage of every request | Support of personal devices outside the agreement |
| Remote resolution on workstations and servers | End user training on specialist third party applications |
| Microsoft 365, email and printing support | Any session without the user consent on their device |
| Guaranteed response times by severity | |
| History per user and per device |
Technology and equipment
- Microsoft 365
- Bitdefender
- Windows / Windows Server
- Synology
- Remote access and monitoring tooling
From practice
In businesses without an organised reporting channel, incidents are not resolved in the order they should be, but in the order somebody remembers to mention them. The critical finance problem waits, because it was raised verbally in a corridor.
The first thing a helpdesk changes is not speed, it is prioritisation. And because every request is logged, it becomes visible that the same problem returns every month and that fixing its cause is worth doing.
Prerequisites
- Installation of the remote support tooling
- A working internet connection on site
- User consent for connecting to their device
- An agreed incident reporting channel
Cost
Under a support contract, remote support during business hours is unlimited and included in the monthly charge per user and device. Outside a contract, support is charged per incident with an agreed maximum duration.
We do not publish a price list. Every proposal follows a site survey and separates hardware from labour.
What moves the cost
- Number of users and devices
- SLA level and response times
- Range of systems covered
- Whether out of hours coverage is required
Frequently asked questions
What proportion of problems are solved remotely?
Can you connect without me knowing?
What happens outside business hours?
Why does every request need logging?
NEXT STEP
Start with remote support
Talk to an engineer about what remote support covers in your estate and which SLA level fits your operation.
GET IN TOUCH
Tell us what you need
Four fields. An engineer replies, not a sales desk.