When is a remote helpdesk needed?
Problems we help solve
Remote support is the fastest way to resolve software, configuration and service-access issues.
- The employee cannot log in to the computer, email or application.
- The program is not working properly or requires configuration or updating.
- Need help with VPN, MFA, printer or file access.
- The company wants to support employees across multiple locations.
- Support requests need priorities, history and clear status information.
Fit
Who is the remote helpdesk for?
Distributed and hybrid companies
We help employees regardless of where they work.
Companies without their own helpdesk
We take over the first line of support and transfer more difficult matters to the administration.
Companies with their own IT
We relieve administrators of repetitive user requests.
Projects and periods of increased load
We support teams during implementations, migrations and organisational changes.
Service scope
What does a remote helpdesk include?
Users and accounts
We help with everyday access and configuration problems.
- password reset and MFA,
- accounts, licences and permissions,
- email, Teams and office applications.
Computers and software
We diagnose devices and errors without taking control out of scope.
- Windows and macOS,
- installations and updates,
- application and printer configuration.
Access to infrastructure
We help with services that require a secure connection.
- VPN and access to resources,
- folders, SharePoint and OneDrive,
- remote connections to servers.
Ticketing and escalation
We organise the service so that the user knows what is happening with the case.
- priorities and categories,
- history of activities and communication,
- forwarding to the second line.
Outcomes
What will you receive?
- faster diagnosis of typical problems,
- secure remote connections and access control,
- organised tickets and priorities,
- records of completed actions and recommendations,
- a reduced workload for employees and administrators.
If the problem requires a visit, equipment or infrastructure changes, we agree on further action.
Delivery approach
How are support requests handled?
- Request. The user describes the problem through the agreed channel.
- Priority. We assess the impact on the work and determine the order.
- Secure access. We connect with your consent and to the extent necessary.
- Diagnosis and solution. We make the change, test it and explain the result to the user.
- Documentation. We close the ticket with a description of the actions or escalate it to the appropriate person.
Ways to work with us
How can we work together?
Ongoing helpdesk
Daily handling of reports in accordance with established priorities and channels.
Bank of support hours
A flexible form for businesses that need help in a specific amount.
Project support
Supporting users during migration, implementation or system change.
Second-line support
We accept applications requiring broader administrative knowledge.
Security
How do we provide remote assistance?
- We activate the connection with your consent and to the extent necessary for diagnosis.
- We prefer named access and MFA over shared passwords.
- We do not copy user data without an agreed need.
- We document significant changes in the report history.
- When a problem indicates an incident, we escalate it according to the procedure.
Responsibilities and exclusions
What might require a visit or a separate project?
Remote helpdesk does not replace physical work on equipment, cabling and the server room. We define the purchase of devices, warranty repairs, larger migrations and work requiring a visit as a separate scope.
Cost
What determines the price?
The cost is influenced by the number of users, contact channels, expected response time, hours of availability, scope of the second line and the number of systems and devices covered by support.
FAQ
Frequently asked questions
Do you provide remote support outside Warsaw?
Yes. Remote service can cover companies throughout Poland, regardless of the users' location.
How do users raise a support request?
We establish a channel tailored to the company, e.g. a customer portal, e-email or an agreed reporting system.
Is AnyDesk required?
No. We select the tool to suit the company's environment and security policies.
Can you only support some users?
Yes. The scope can be specific to a specific location, team or system.
Are support requests documented?
Yes, we record the description, actions, status and possible escalation in the agreed system.