Remote IT Helpdesk
When something breaks, you want an engineer — not a ticket that disappears into a queue. We connect, fix it, and tell you in plain language what happened and how to avoid it next time.
01.1 What's included
- Secure remote sessions. Started only with your agreement, under a named account, encrypted end-to-end, and fully logged.
- Software, email & printer troubleshooting. The everyday things that stop people working — resolved quickly and permanently, not just restarted.
- New-device setup & onboarding. A new hire's laptop configured, secured, apps installed and accounts provisioned — ready on day one, anywhere in the world.
- Offboarding & access control. When someone leaves, we revoke access cleanly and reclaim the device, closing a common security gap.
- Account & access help. Password resets, mailbox setup, shared-drive permissions, MFA enrolment.
01.2 How a request flows
You reach out
By email, portal or your agreed channel. "My machine is slow" is enough.
We triage & connect
We classify priority, then with your approval diagnose it live or work in the background.
Fixed & explained
Resolved, with a short note of the cause and what we changed.
01.3 Response-time commitments
Every ticket gets a target response window, in writing, by priority:
| Priority | Example | Target first response |
|---|---|---|
| P1 — Critical | Server down, business stopped | 15–30 min |
| P2 — High | One person can't work | 1–2 hours |
| P3 — Normal | Recurring annoyance | Same business day |
| P4 — Low | Request / question | Next business day |
Targets scale with your plan. Managed and Enterprise include priority routing and extended or 24/7 hours across timezones.
We never connect to a device silently. Every session needs your approval, runs under a named account, and is logged so you can review exactly what was done.
01.4 Coverage & timezones
Because we work remotely, your location isn't a limit. Standard support runs on business hours in your timezone; Enterprise adds follow-the-sun coverage so a late-night outage still reaches a person.