Management & support
Helpdesk & Support
Direct help from engineers who know your environment
The best helpdesk is one you rarely need — but when you do call, you want help right away. At IT Spine you get an engineer on the line who knows your environment and starts looking immediately. Solved remotely within minutes, on-site when it takes that.
In short
- Straight to an engineer
- Remote support
- On-site when needed
- Everything documented
Response within one business day
Included
What you get
Straight to an engineer
No phone menus or scripts. You immediately speak to someone who can fix the problem themselves.
Remote support
With one click we securely view your screen. Most questions are solved within minutes.
On-site when needed
Some problems need hands on location. Then we're there.
Everything documented
Every request neatly logged and visible in your client portal — structural improvements included.
In brief
What happens between your question and the fix
Most tickets are not dramatic. A printer that can't be found any more, an attachment that won't open, a colleague who replaced their phone and can no longer get past two-factor. Small stuff — but stuff that stops someone working until it's fixed. A helpdesk exists to keep that standstill short, not to look impressive while doing it.
You can report it by phone, by email or through the portal; all three land in the same place as a ticket. The engineer who picks it up has your environment in front of them: which laptop it is, which licences hang off it, what was going on last time. Often we'll take a look at your screen. That only starts after you give permission, you can see what is being done, and you can end the session at any point.
What makes the difference isn't the speed of one ticket, but what happens with the fifth. If the same question keeps coming back, the answer isn't the same trick one more time — it's working out why. Sometimes that's a setting, sometimes a device that's worn out, sometimes a way of working that doesn't fit the software. It won't disappear on its own, so it goes on the list.
Sound familiar?
Four situations we run into often at companies that approach us.
- 01Your colleagues message their IT questions to one person internally, who does it on top of their real job and is sometimes simply on holiday.
- 02Calling your current provider means a phone menu, a promise to call back, and explaining what you already explained last week.
- 03Nobody knows which issues are still open. There is no list; there are scattered emails, chat messages and somebody's memory.
- 04Small things get left alone because nobody wants an invoice for them. Eventually they turn into big things.
In practice
One view across all your systems
We work from a single management environment: tickets, devices, backups and alerts side by side. You get the summary, we do the work.
Recreated view of a management console. Customer data never appears in examples.
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What you get
Included
- Questions and incidents from all of your staff, reported by phone, by email or through the portal
- Remote screen sharing to solve the problem there and then, with your permission
- User and access work: new starters, leavers, passwords, permissions and mailboxes
- Support on everyday software: Windows, Microsoft 365, printers, phones and VPN
- Every request logged, so you can see what happened and what keeps coming back
Not included
- Personal devices and private accounts of staff — we're happy to help out, but it isn't part of the management agreement
- Training courses: a quick explanation is included, an Excel course for the whole department is not
- In-depth support inside third-party industry software — we help with installing, signing in and integrations, but how the package itself works is the vendor's expertise
Better clear up front than a discussion afterwards. Not sure whether something falls within your agreement? Just ask.
Questions
Frequently asked questions
Make IT your backbone — not your Achilles' heel.
Book a free IT scan and discover within a week where your environment can be stronger.