Remote Support

To assist in saving your business money, we offer remote support services. These services are provided via phone, email, and/or screen-sharing to diagnose and resolve any issues that may have arisen – without requiring the added expense of an on-site visit.

We take security very seriously which is why all our remote support services are conducted in the strictest confidentiality.

Remote support is included in our Managed IT Services, or you can use a Bluescope Direct Support block of hours.

Remote Support Services

Some of the remote support services we provide are:

IT Consulting

A member of our team is happy to answer any IT-related queries you may have by phone or email.

Learn more about IT Consulting

Computer Performance

Computer running slower than usual? We can connect with you to determine any issues that may be affecting your computer performance.

Software Installation

We are happy to assist you with the installation of new software on your computer or laptop.

Troubleshooting

Errors keep popping up on your screen? Or perhaps a program won’t open or work anymore? We can connect with you to diagnose workstation and software issues.

Other

If there is a service not listed here that you believe can be done remotely, please contact us. If it cannot be done remotely, contact us to discuss how we may help.

How Remote Support Works

You contact us by phone or email, or, if you are on a Managed Services Agreement, through our helpdesk portal. An engineer talks the problem through with you and, if needed, connects to your computer securely over the internet to diagnose and fix it.

Because nobody needs to travel, remote support is usually the quickest way to get you working again, and it costs less than an on-site visit. It works wherever your team is, in the office or at home.

If the problem turns out to need hands on the hardware, such as a failed part or a network cable, we arrange an on-site visit.

Remote Support Under Managed IT

Clients on a Managed IT Services agreement get unlimited remote support. Their computers and servers also have our remote monitoring agent installed, so we can often see and fix a problem before anyone reports it.

Without an agreement, remote support is drawn from a Bluescope Direct Support block of hours, in 15-minute increments, so a quick fix uses only a small amount of time.

Frequently Asked Questions

What is remote IT support?

Remote IT support means an engineer helps you by phone, by email or by connecting securely to your computer over the internet, without visiting your premises.

Is remote support secure?

Yes. Our engineers connect over a secure connection, and all of our remote support is carried out in the strictest confidentiality.

What cannot be fixed remotely?

Hardware faults, network cabling, and installing new equipment usually need someone on site. If remote support cannot fix the problem, we arrange an on-site visit.

How is remote support charged?

It is unlimited on a Managed Services Agreement. Otherwise it is drawn from a Bluescope Direct Support block of hours in 15-minute increments.

Can you support staff who work from home?

Yes. Remote support works wherever your team has a reliable internet connection.