Online IT Support
Help that arrives before anyone could drive over.
Most IT problems are software problems, and software problems do not need a person in the room. Remote support closes them in minutes instead of costing someone half a day.
What this covers
- Remote desktop support over a secure session you approve each time it starts
- Email, calendar, file sharing and account problems — the daily majority of tickets
- New starter and leaver setup, with access actually revoked when someone leaves
- Software installation, updates and licence tracking
- One place to raise an issue, with a ticket reference you can follow
- Escalation to an on-site visit when something genuinely cannot be fixed remotely
How we run it
Onboard
We document your systems, accounts and who is allowed to authorise what, so the first real ticket is not also a discovery exercise.
Raise
Issues come in by one route and get a ticket. Support that lives in scattered WhatsApp messages is support nobody can measure or hand over.
Resolve
Remote session, fix, and a note on the ticket explaining what was wrong — so the third occurrence of a problem is recognisable as a pattern.
Report
A periodic summary of ticket volume and recurring causes, which is usually the fastest way to find the one machine or process quietly costing hours.
What you get
- A readable ticket history, so recurring problems become visible instead of merely annoying
- Sessions that require your explicit approval each time — no standing access to anyone's screen
- Agreed hours and response targets, with out-of-hours priced separately rather than assumed free
Questions we get asked
Can you see our screens whenever you want?
No. Each session needs someone at your end to approve the connection, and it ends when you close it. There is no always-on agent watching a desktop, and we would not ask you to install one.
What happens when it cannot be fixed remotely?
Hardware failures and network faults need hands on site. We say so early rather than spending an hour proving it remotely, and escalate to a visit under whatever on-site arrangement you hold.
Is this priced per user or per hour?
Either. We quote both against your actual headcount and ticket volume, because per-user is usually cheaper for a stable team and hourly is fairer if your needs are occasional.