Remote helpdesk
- Requests by phone, email or ticket
- Rapid handling
- Secure remote resolution
- Request history
Area of expertise
IT support when you need it. Remotely and on site.
A single helpdesk to turn to for any IT problem: remote support to resolve things quickly, on-site visits when a physical presence is needed and scheduled on-site presence for those who want a technician always available.
Helpdesk and IT support
A single point of reference for everyday IT.
When something isn't working — a frozen PC, email that won't send, the network printer, an access issue to sort out — you need someone who answers straight away and resolves it. With no different numbers to call, no requests that get lost, no downtime that drags on.
Our helpdesk is that point of reference. Most requests are resolved remotely, securely and quickly; when a physical presence is needed we come on site; and for those who want continuity we provide scheduled on-site presence, with a technician present on agreed days and times.
What it includes
Complete support, from the ticket to on-site presence.
A service designed to keep the company's operations always moving, with a single point of contact for users and managers.
On-site visits
- When a physical presence is needed
- Technician at your premises
- Hardware and network problems
- Installations and replacements
Scheduled IT on-site presence
- Technician on site on fixed days and times
- Constant presence and continuity
- Point of reference for users
- Planned activities on site
Workstation and user management
- PCs, notebooks, printers
- Accounts and mailboxes
- Onboarding and offboarding
- Configurations and permissions
Monitoring and maintenance
- Proactive system monitoring
- Planned updates
- Downtime prevention
- Action before the problem
Application and vendor support
- Support on management software
- Coordination of third-party vendors
- Single point of reference for the company
- Management of issue reports
How it works
One request, one handling, one solution.
A clear and tracked path, so you always know where your request stands.
- 01
Open the request
By phone, email or ticket portal: describe the problem and who is affected.
- 02
Handling and priority
We assign the request and its priority based on the impact on operations.
- 03
Resolution remotely or on site
We act remotely where possible, on site when a physical presence is needed.
- 04
Tracking and reporting
Every action is recorded; at agreed intervals you receive a summary of the activities.
Service options
From on-call support to on-site presence.
Choose the level of support based on how critical IT is to your business. Price on request.
| On-demand helpdesk | Subscription contract | On-site presence | |
|---|---|---|---|
| Who it's for | Those with occasional needs | Those who want continuous, predictable support | Those who want a technician on site regularly |
| How it's activated | On call or by ticket | Subscription contract | Agreed on-site presence plan |
| Coverage | Working hours | Agreed hours | Fixed days and times on site |
| On-site visits | On request | Included under contract | Scheduled on-site presence |
| Response times (SLA) | Best effort | Agreed by priority | Planned presence + priority |
| Reporting | On completion | Periodic | Periodic |
| Pricing model | Per intervention | Subscription | Subscription / days |
Response times and coverage
Response times (SLAs) and coverage hours are defined in the contract based on the priority of the intervention (critical, high, medium, low) and the company's operational needs. We agree realistic and sustainable service levels together, with no generic promises.
FAQ
Frequently asked questions.
How do I open a support request?
By phone, email or the ticket portal. The request is taken on and assigned a priority based on the impact on operations.
What's the difference between remote and on-site support?
Most problems are resolved remotely, securely and quickly. When a physical presence is needed — hardware, network, installations — we act directly on site.
What is IT on-site presence?
It is the scheduled presence of one of our technicians at your premises, on agreed days and times: a constant point of reference for users and operational continuity, useful for those with frequent needs.
What are the coverage hours?
They are defined in the contract based on needs: from standard working hours to extended coverage. On-site presence instead follows the agreed days and times.
What are the response times (SLAs)?
Response times are agreed by priority level (critical, high, medium, low) and formalised in the contract, so they are clear and verifiable.
Do you also manage users' workstations and accounts?
Yes: PCs, notebooks, printers, accounts and mailboxes, including onboarding and offboarding procedures when a person joins or leaves the company.
Do you coordinate with our software vendors?
Yes. We act as a single point of reference and coordinate third-party vendors and management software, handling issue reports on your behalf.
Can you support an existing internal IT team?
Yes. We work as second-level support, coverage during request peaks or absences, up to scheduled on-site presence.
Do you cover multiple sites?
Yes: centralised remote support for all sites and visits or on-site presence at the various locations, as needed.
How much does it cost?
The price is on request and depends on the option (on-demand, subscription, on-site presence), the hours of coverage and volumes. Request a quote.
Let's talk about your IT support
Want a helpdesk you can rely on?
Tell us how your company is organised and how many people and sites you look after: together we'll define the most suitable support option.
Request information