What You Can Expect: From First Call to Fix
Firstly, contact our helpdesk to log your issue. We capture key details, assess impact and assign priority. An engineer then reviews the ticket and aims for a first-contact fix.Â
With your permission, we use secure remote access to resolve issues quickly. This helps us to confirm restoration, record the root cause and update our knowledge base, all while avoiding a site visit. We keep all communication clear throughout the entire support process.
What’s Included in Remote IT Support?
When an IT issue interrupts your team's working day, you want it sorted quickly and without fuss.
How We Minimise Downtime
Unlimited Support
Enjoy unlimited helpdesk access during contracted hours, via phone, email or client portal.
Incident and Request Handling
This includes password resets, application issues, printing, connectivity and endpoint problems.Â
Proactive Guidance
Benefit from practical advice from Microsoft-certified engineers to prevent repeat incidents and keep your team productive.
Target Resolutions
Agreed response and resolution targets, first-time-fix tracking and regular reporting. These are recognised pillars of high-quality remote IT support.
High Levels of Security
We securely handle your data and operate to established quality and information‑security standards.
Want a Meeting?
Let’s discuss how our managed IT support services can strengthen your technology, backed by our first call resolution policy.
Smart Support, Delivered Remotely
Timed hand-offs to senior engineers/partners if thresholds are approached. Escalation procedures are standard in MSP SLAs.
Our Service Levels
We tailor levels to each customer, but you can see what a typical framework includes here.
Get the Most out of SharePoint
You may have some awareness of SharePoint, but you might not realise you already have within your Microsoft 365 platform. Understanding how to leverage it properly is the key to getting the most out of your existing investment.Â
Outstanding Client Feedback!
Our latest client satisfaction survey results are in and we’re delighted to have achieved outstanding feedback from our clients yet again! 92% of clients said they were very happy or delighted with our service.
Why Do Businesses Choose Technical Drive for Remote Support?
With a proven, people-first service, our engineers are praised for clear communication and speedy fixes. They also bring Microsoft-led modern workplace expertise, offering practical guidance across Microsoft 365, Teams and beyond.
Using measured outcomes, we monitor tickets, first-time-fix, response, resolution times and feedback to ensure a consistently high level of performance.
Emergency IT Problem?
Even if you’re currently facing an IT issue you shouldn’t worry, as our dedicated, Rapid Response team is on hand to assist you. Whether it’s the total failure of a critical system or any other urgent technical problem, we provide tailored, effective solutions.Â
Frequently Asked Questions
Got questions? We’ve got answers! Our FAQs cover everything from out-of-hours support to contracts and accreditations, so you can find the information you need quickly and easily.