8 out of 10 requests for support can be resolved over the phone or by connecting remotely to your computer. This makes our remote IT support service offering efficient and convenient for many businesses.
Remote support is cost-effective, allowing us to fix your IT issues quickly and efficiently, getting you up and running again with minimum disruption.
Additionally, our remote IT support service can include our 24/7 monitoring service. This not only gives you complete peace of mind, but a more efficient and proactive service.
Remote support IT service desk
Our service desk team are contactable directly via telephone, email or through our easy to use client portal, with 90% of incidents resolved immediately with a first-time fix from initial contact.
Incidents logged via our online portal or email are assigned to our triage team who will evaluate, prioritise and assign your ticket to the right engineer. Over 90% of our reported issues are resolved within 15 minutes.
All phone support enquiries are answered directly by an IT expert who will be able to help you straight away. This all allows us to provide you with stress-free IT support, and ensure minimal disruption to your business.
At a glance
Remote IT Support features
- High quality service delivered under ITIL best practice process and procedures
- Single point of contact for all IT related queries
- Access to certified and experienced IT experts
- Flexible hours of operation (up to 24×7)
- Increased visibility through online ticket management
- Tailored Service Level Agreement (SLA)
Key benefits of our IT support service
Always get through to an expert who can help. No waiting and no being passed around different departments.
For a fixed monthly amount, you can have unlimited access to our remote support technicians via phone, email or our online support portal.
Hours to suit your business
We’ll tailor our service around your business providing support during standard working hours up to 24 hours a day.
Added peace of mind
Our remote IT support can be combined with our 24/7 monitoring service meaning your key systems will be proactively managed.
Guaranteed service levels
Each client is offered a custom Service Level Agreement (SLA) to suit their needs which sets out our guaranteed response times.
We’ll give you access to your own client portal where you can not only raise issues but monitor the progress of outstanding tickets.
Expertise & speed of service
Our engineers have years of experience, training and combined skills meaning that your business is in safe, expert hands. Direct contact means that your issues will be resolved efficiently.
Our remote IT support is provided on a fixed-price contract basis, allowing you to effectively manage budgets.
First rate technology
We continually invest in our systems to keep your IT at the leading edge of technology – always looking for ways to help your business run better and more cost-effectively.
“We offer customers a single point of contact for technical issues and can provide advice and guidance on all things IT. Our aim is to take the hassle out of IT support and give our customers the chance focus on what really matters-their business.”
Stress-free IT support
When you have a business to run, you’ve enough things to worry about. Don’t let your IT support be one of them. By offering customers a single point of contact for all hardware and software support and general IT governance, Novem will take all of the hassle out of IT support. Our support desk is operated by skilled, experienced and qualified technicians who are able to manage queries through to resolution and provide as much support and guidance as you require.
Our service desk operates according to your tailored Service Level Agreement (SLA) ensuring that our high-quality technical team meet your business’ needs. In the event that a problem cannot be solved remotely, our technicians are available to visit your site and assist in person.
Just because your problems are being solved remotely doesn’t mean that you’ll ever feel out of the loop. Our customers can track their service requests in a range of detail using our customer portal. And of course, we’ll always be available to answer your queries over the phone.