What is IT helpdesk support?
Simply put, an IT helpdesk provides users with a single point of contact for all their IT issues and needs. It’s often the first stop for employees seeking IT support.
The helpdesk can be either internal, meaning it is staffed by employees of the company, or external, meaning it is staffed by a third-party company (like CloudTech24).
Helpdesks are typically staffed by IT professionals with experience in a wide range of technologies responsible for diagnosing and resolving technical problems.
At its simplest, an IT helpdesk is there to answer user questions and resolve technical issues.
Many IT helpdesks offer proactive support, such as monitoring systems for potential problems and helping users set up new hardware or software.
Some IT help desks are tasked with developing training materials and conducting user training sessions.
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Remote IT support services 24/7/365
Our expert IT helpdesk provides unlimited support for all managed services. Our highly trained and experienced staff are available 24/7/365 to resolve remote and onsite issues.
We also offer IT procurement services and after-hours escalation for critical issues such as Virtual CISO.
Our goal is to provide our clients with the highest level of service and resolve issues as quickly and efficiently as possible.
Our combination of experience, expertise, and customer service sets us apart from the competition.
If you’re looking for 24 x 7 help desk services to suit your business, we’re confident we can provide the perfect solution.
Do you have a question or an issue you need help with? Request assistance by calling our office on 0207 099 0740 or messaging us on the website. We are your trusted and reliable IT support partner.
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IT helpdesk services
Our IT helpdesk provides a wide range of technical support and helpdesk services, from answering how-to questions to fixing problems and proactively monitoring your security.
Software and Hardware Troubleshooting
We offer support for day-to-day software and hardware issues. This can include anything from setting up a new printer to configuring a new email account.
We’re always happy to help our customers get the most out of their technology. Not everyone is a tech expert, but we’re here to help make life easier.
Endpoint Management
CloudTech24’s endpoint management services provide a comprehensive solution for provisioning, configuring, and maintaining the devices that connect to a company’s network.
These can include laptops, smartphones, printers, and more.
We have visibility over all your devices so we can quickly identify and fix issues, deploy updates and security patches, and monitor compliance, among other important procedures.
Network Management
A key part of a strong IT infrastructure is a well-managed network.
Our network management services include monitoring network devices, such as routers, switches, and firewalls and addressing any issues that may arise from its users.
This also includes monitoring network performance, managing user access, and configuring security settings.
Additionally, CloudTech24 provides real-time visibility into the health and status of the network, making it easy to identify and resolve potential issues before they cause problems.
Need Cyber Security Coverage From A Market Leading SOC?
Our Security Operations Centre provides continuous coverage and managed security services to improve security posture and safeguard business operations.
What are the benefits of an IT helpdesk?
Most successful businesses rely heavily on technology, and as a result, IT support is essential. The aim of an IT support helpdesk is to provide your business with several important benefits.
Fast Resolution of Technical Support Issues
Businesses can resolve problems quickly and efficiently by having a dedicated team of IT professionals available to help employees with their technical issues.
In many cases, help desk outsourcing can prevent problems from occurring in the first place by providing guidance and support on best practices for using company systems and software.
Reduced Downtime and Streamlined Communication
An IT helpdesk can lead to reduced downtime in several ways. One way is by having a centralised location for all IT support requests.
This allows the helpdesk team to track and resolve issues as they come in quickly.
In addition, having an outsourced IT helpdesk can keep track of recurring problems and identify patterns of issues, allowing for quicker and more effective resolution in the future.
Finally, monitoring system uptime and performance can help identify potential issues before they cause major problems.
Improved Employee Satisfaction
Employees often rely on the helpdesk for technical support and guidance using company software and tools.
A good helpdesk will provide quick, accurate, and friendly service to resolve employee tech issues. This can go a long way in improving employee satisfaction and reducing frustration levels.
Increased Efficiency
An IT help desk can reduce the time employees spend trying to resolve technical issues. This frees up their time to focus on more productive tasks, leading to increased efficiency.
Increased Visibility
IT helpdesk outsourcing can provide managers with valuable insights into how employees use technology and where improvements can be made.
This information can help identify potential system improvements and what changes might deliver the most significant benefits for your company culture, workflows, etc.
This information can later be used to create targeted training materials for specific user needs.
Access to Specialists
Access to an IT helpdesk manned by industry-leading professionals allows you to connect with other specialists in the field when you need them.
Enhanced Security
Having a centralised point of contact for all IT issues encourages users to report security incidents and vulnerabilities.
This increases the chances of detecting and mitigating them before they become bigger problems.
A good remote IT support service provider will have standard operating procedures and protocols for responding to various incidents. This helps ensure everyone follows the same processes and guidelines for handling security incidents, thereby minimising the damage.
Enhanced Disaster Recovery
An IT helpdesk can play a vital role in enhancing disaster recovery efforts.
In many cases, the helpdesk will be responsible for coordinating access to critical information and resources, as well as providing troubleshooting support.
In addition, the helpdesk can play a role in helping to recover lost or damaged data.
Working closely with IT staff and other stakeholders, the helpdesk can recover critical systems and data quickly and efficiently following a major disaster.
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From small startups to big players, we’re there for you, whether you’re in London, the UK, or anywhere in the world.
CloudTech24 helpdesk services – FAQs
We often receive questions about our remote IT services, so we’ve taken the time to answer your questions here.
If you can’t find what you’re looking for, our team are on-hand to help.
WHAT DOES AN OUTSOURCED IT HELPDESK DO?
An IT helpdesk is a point of contact for users who need help with IT-related problems. This can include troubleshooting, providing technical support, and escalating more complex issues to higher-level IT staff.
Our 24/7 IT helpdesk provides round-the-clock remote support to businesses worldwide.
WHAT SERVICES DOES AN IT HELPDESK PROVIDE?
Most IT-related issues are covered, from solving problems to proactively managing your IT systems and monitoring performance.
Common IT helpdesk issues include:
– Computer hardware or software problems
– Network connectivity issues
– Email and calendar problems
– Printer and scanner issues
– Mobile device support
HOW DO USERS CONTACT THEIR IT SERVICES HELPDESK?
Users can contact their IT helpdesk through various channels, such as:
Phone
Email
Online ticketing system
Instant messaging
Self-service portal
Onsite support
CloudTech24 can be contacted by phone at +44 (0) 207 099 0740 or via our contact form.
HOW LONG DOES IT TYPICALLY TAKE TO RESOLVE AN ISSUE?
The time it takes for an IT helpdesk to resolve an issue can vary depending on the complexity of the problem and the level of expertise required to solve it.
Some simple issues, like resetting a password, can be resolved quickly, while more complex cases, like a network outage, may take longer to resolve.
WHAT ARE THE LEVELS OF IT SUPPORT?
There are several tiers of remote IT support, for example:
Level 1: Basic technical support, including troubleshooting and problem resolution
Level 2: Intermediate technical support, including more complex problem resolution and escalation to higher-level staff
Level 3: Advanced technical support, including specialised expertise and vendor support
DO YOU PROVIDE 24/7 IT HELPDESK SUPPORT?
The availability of an IT helpdesk varies depending on the organisation. Some companies provide 24/7 support, while others have limited hours of operation.
CloudTech24 offers 24/7/365 IT support with cyber security services.
HOW CAN USERS PREPARE FOR CONTACTING THE IT HELPDESK?
Users can prepare for contacting the IT helpdesk by gathering information about the problem they are experiencing, including:
– Detailed description of the issue
– Steps taken to try to resolve the issue
– Error messages or codes received
– Screenshots or videos of the problem
– The version of software and OS they are using
CAN AN IT HELPDESK ASSIST NON-TECHNICAL EMPLOYEES WITH BASIC COMPUTER SKILLS?
Yes, most IT helpdesks can help non-technical employees with basic computer skills. They are trained to assist in a wide range of issues and can provide step-by-step instructions to help users resolve problems.