Services
Helpdesk and Remote Support
We resolve your employees’ IT problems through a single support line, with every request logged and every response time measured.
Every request logged, every response measured
Support requests made by phone or message and never recorded anywhere get forgotten, recur and cannot be measured. Without knowing how often a problem occurs, you cannot fix its root cause.
We bring all requests into a single support line, prioritise them and report on them together with resolution times. We fix most problems within minutes over a remote connection and come on site when needed.
Also known as remote IT support, an IT service desk or an IT support line, this service resolves your employees’ everyday problems from one place; we come on site when needed.
Sound familiar?
What happens every day in offices without a support line
Most problems are not major outages; they are small interruptions that repeat daily and that nobody records.
Requests get lost in chat apps and corridors
Nobody knows who was told, when, or whether it was fixed, so the employee explains the same problem again and again.
The same problem comes back every week
With no records, the root cause is never investigated; the printer, VPN or Outlook issue is patched over each time.
New starters spend their first day waiting
Because the computer, account and permissions are not ready, a new employee cannot work productively for days.
Leavers’ accounts stay open
With no offboarding checklist, email, VPN and application access remain open for weeks.
Support time cannot be measured
Nobody knows how many hours a problem took to fix; the quality of service is judged only by complaints.
Employees try to fix things themselves
Fixes found online and software installed without approval create new security risks.
Scope
What our remote IT support covers
Single support line and request tracking
We log requests arriving by phone and email and keep the requester informed of their status.
Remote support
We connect to the user’s screen over a secure remote session and fix the problem while seeing it first-hand.
On-site support
For hardware and network problems that cannot be fixed remotely, we come to your office.
User onboarding and offboarding
We prepare a new employee’s account, device and permissions, and close a leaver’s access the same day.
Microsoft 365 and application support
We resolve everyday issues in Outlook, Teams, OneDrive and your business applications.
Outsourced IT staff
An IT team without the headcount: on-site staff on set days of the week, periodically or continuously, with remote support for the rest. For seasonal operations we scale to the peak period.
Monthly support report
We report the number of requests, response and resolution times, recurring problems and our recommendations.
How we work
A predictable process in four steps
We follow the same method on every project, so you know from the start what is being done, when and why.
01
Discovery
We review your current setup, needs and risks, on site or remotely.
02
Planning
We present a clear roadmap covering priorities, scope and timeline.
03
Implementation
We complete the transition without disrupting your work, documenting every step.
04
Ongoing management
We keep improving through monitoring, reporting and regular reviews.
Frequently asked questions
Helpdesk and Remote Support: frequently asked questions
How do we submit support requests?
By phone and email. Every request receives a reference number, and we report its status and resolution by email.
What are the response times?
Depending on the plan, the first response time ranges from 1 to 4 business hours; on critical incidents we act within 4 hours. The binding times are defined in the contract.
Is the remote connection secure?
Yes. The connection is made over an encrypted channel, with the user’s consent, and every session is logged.
Get a free IT and security assessment
We review your current setup and send you a short report showing the risks and priorities. We work on site and remotely, across Turkey and abroad; we respond to your request within one business day.