Hardware Support Services

User and application support

Each of our support staff has the necessary technology to provide a full range of remote assistance to clients. Users can contact our support team via email, fax or telephone to our dedicated support phone line. Our highly trained technicians can then connect directly to the user’s own desktop using desktop sharing technology over the internet so that the issue can be dealt with swiftly and efficiently.

A typical support call will start with the user’s screen being viewed remotely whilst talking to the client by telephone. This allows our technician to see the mouse/keyboard inputs of the user so that the issue can be demonstrated. Once the problem has been identified, the support technician can ‘take over’ the mouse/keyboard and make the necessary corrections live on the user’s PC with the user looking on. This is really useful if the issue relates to a training issue as the user learns the solution to his problem immediately and can then re-use that method should the issue recur.

Approaching 90% of support calls are dealt with immediately by our technical staff.