Helpdesk and Desktop Support for Small Businesses
Staff report problems in one place. Each laptop, phone or account fault gets an owner, a priority and a remote answer first, with any site visit agreed separately beforehand by you.
What a good ticket looks like
Every request starts as a ticket. Staff raise one by email or a form, and a phone call is typed up by whoever takes it, so nothing lives only in memory. It names the person and device. The usual failure is a ticket with no owner, because one person remembers the fault, everyone else assumes it is handled, and nothing happens.
What the helpdesk covers
What stays with you, and where this falls short
You keep the decisions about who gets access, what software is bought and which spending is approved, since those are business choices and not technical ones. A remote helpdesk cannot clear paper jams. Nor can it repair a poor internet line, only report the fault to the provider and keep chasing until someone answers properly. If your office needs a person on site every working day, a part-time employee may suit you better than a remote service.
Frequently asked questions
Who answers when a member of staff reports a fault?
A named support person picks up the ticket and replies to the member of staff directly, and a second person holds the same queue when the first is away. Nothing is left sitting.
How are requests ranked?
Impact on work decides the order, so a fault that stops many people or the accounts machine comes before a cosmetic problem or a new mouse. You can change the rules.
Can the helpdesk fix a laptop that will not start?
Sometimes, by remote tools, when the machine still reaches the network and can be repaired or reimaged without anyone touching it physically at the desk. A dead laptop needs a swap. That is arranged with you.
Do we still need someone internal?
Usually one person who knows the business, approves access and takes calls from staff who prefer a face to a ticket form. Technical work sits behind that person.
Tell us what you need.
Share your requirements and one of our engineers will come back to you within one business day.
What happens after you share your requirements
- A senior engineer reads your answers. Nobody phones first.
- Within one business day you get a written note: what we understood, what we would start with, and the questions we still have.
- If it fits, a proposal follows with the order of work, what we need from you and what you receive at each step.
- No call is booked and nothing is paid until you have read the note. Your details stay with us.
Start with your requirements
Seven short steps that tell us what you need. A senior engineer reads them before anyone gets in touch.
Share your requirements