IT Support
We resolve your employees' queries and technical issues, so technology never holds them back. With user consent, we provide remote access and can escalate to an on-site visit if required.
Seintec's IT helpdesk and remote support service provides a single point of contact for your employees to resolve their day-to-day technical issues and queries. We handle requests by phone, email, and through a dedicated ticketing portal, which allows for centralised tracking of every request's status.
Our in-house technical team diagnoses and resolves problems, prioritising them based on their impact. We use secure remote access tools, always with the user's prior consent, to speed up resolution. If an issue cannot be fixed remotely, it is escalated to arrange an on-site visit to the client's premises.
Who It's For
Our helpdesk service is designed for businesses that require professional, structured IT support but either lack an in-house IT department or need to strengthen their existing one. We serve organisations looking to:
Service Features
We offer a comprehensive end-user support service, covering the most common workplace tools and issues, all managed through a clear and structured process.
Scope & Collaboration
To ensure the service is effective, it's crucial that each party's responsibilities are clearly defined. We detail the exact scope in our service proposal.
Handling requests through the agreed channels and hours, diagnosing problems, applying remote solutions, logging all actions in the ticketing system, and escalating cases as needed, either to a field engineer or to the software/hardware vendor.
To channel support requests through the defined methods, provide the information needed for diagnosis, and authorise remote access when requested. The client is also responsible for managing their software licensing.
When resolving an incident depends on support from the hardware manufacturer or software developer, we act as the liaison to manage the case, but the final solution rests with them.
Our Difference
Unlike other providers who outsource support or simply act as intermediaries, at Seintec you are served directly by our own team. We are technicians with over 15 years of experience, allowing us to gain an in-depth understanding of your infrastructure and resolve issues more quickly.
This close relationship, even with remote support, makes all the difference. You won't have to explain your problem to multiple people. We assign you a primary contact who knows your environment and centralises communication, ensuring consistent and personalised management.
Service Limitations
The support agreement clearly defines the scope of the service. As a general rule, the following tasks are not part of the remote helpdesk service and are managed as separate projects or services:
We conduct a free initial review to understand your current environment, pain points, and IT support needs.
We present a detailed proposal outlining the scope, support channels, contractual response times (SLAs), and the collaboration model.
Once the proposal is approved, we document your systems, configure access, and set up the client portal to start receiving tickets.
We launch the helpdesk service. We hold regular review meetings to assess the service and suggest improvements.
Our standard support hours are Monday to Friday, 09:00 to 18:00. For critical incidents that can't wait, we offer a 24/7/365 emergency service, available on 936 940 176.
We use professional remote access tools that require your explicit consent for each session. We never access a machine without the user's prior authorisation.
If our diagnosis determines that the incident requires physical intervention, our support team will coordinate with you to arrange an on-site visit from a technician to your premises at an agreed date and time.
We provide support for standard operating systems and office applications. For business management software (ERP, CRM) or other industry-specific applications, we act as first-line support and, where necessary, manage the incident with the software developer or vendor.
Yes, all our support clients have access to a ticketing portal where they can create new requests, view the status of existing ones, add comments, and review their incident history.
User, licence, and policy administration for Microsoft 365 / Entra ID is a systems administration service that can be contracted separately. The standard helpdesk resolves usage-related issues, such as problems with Outlook or Teams.
Next step
Request a free, no-obligation IT review. We'll analyse your current situation and explain how our helpdesk service can help your business.
