Support desk — Monday to Friday, 08:30 to 17:30Client AreaGet help now →
For existing clients

Client area

Raise and track tickets through the customer portal, connect with an engineer for remote support, or explore practical tools and resources for your business.

Anytime

Customer portal

Raise a ticket, check progress on one you already have, review your history and see what is open across your team — without waiting for anyone to be free.

  • Log a new request and attach screenshots
  • Track status and read engineer updates
  • See everything open across your organisation
  • Look back at what was done and when
Open the portal→
Sign in with your Microsoft or Google account — there is no separate password to remember or lose.
While you are on a call

Remote support

When an engineer needs to see what you are seeing, they will read you a short code. This is where you enter it, and it lets them work on your machine while you watch.

  1. 1
    Call the desk firston 03333 22 11 00, or wait for the engineer already handling your ticket.
  2. 2
    They will read you a codea short one, given to you over the phone, valid for that session only.
  3. 3
    Click below and enter itthen accept the download when your browser asks.
  4. 4
    Stay at your deskyou can see everything they do, and you can end the session at any point.
Start remote support→
Opens our secure ScreenConnect session page. Nothing is installed until you enter a valid code.

Practical help, whenever you need it

Tools & resources

Useful starting points for a safer, smoother working day.

3-minute self-check

Cyber Essentials readiness checker

Seven straightforward questions to help you spot areas to review with your IT team, with next steps based on your answers.

Start the readiness check

No email required. An introductory guide, not a certification assessment.

Learn at your own pace

IT & cyber security learning centre

Explore our learning centre for practical IT and cyber security guidance for your business.

Visit the learning centre
We will never ring you out of the blue and ask for a remote support code

This is worth knowing, because it is precisely how technical support scams work. Someone calls claiming to be from your IT provider, from Microsoft, or from your bank, says there is a problem, and talks you through giving them access to your computer.

This is us
  • You called 03333 22 11 00, or replied to a ticket you raised
  • An engineer you are already speaking to gives you a code
  • The session is one you started, at a time that suits you
This is not us
  • An unexpected call about a problem you had not noticed
  • Pressure to act immediately, or a warning that something will be lost
  • Anyone asking for a password, a bank detail, or a payment
  • A caller who will not let you hang up and ring us back
If you are not certain who you are speaking to, hang up and call us on 03333 22 11 00. Nobody here will ever mind, and we would far rather field the call than have you take the risk.
Questions

About the portal and remote support

Which should I use, the portal or remote support?

The portal is for raising and tracking work in your own time. Remote support only does anything once an engineer has given you a code, so it is not a way to start a request — it is part of a call already in progress.

I do not have a portal login

Sign-in uses your existing Microsoft or Google work account, so there is nothing separate to set up. If it will not let you in, call the desk and we will check your access.

Can the engineer see my screen when I am not in a session?

No. Remote support sessions are started by you entering a code, are visible on your screen throughout, and end when the session ends. You can close it at any point.

Does it work on a Mac?

Yes. The session page handles Windows and macOS, and will prompt for the right download when you enter your code.

Something is stopping us working right now

Do not wait for a portal ticket. Call 03333 22 11 00 and say it is urgent — the phone is always faster than anything on this page.

Can I see tickets raised by my colleagues?

Yes, depending on how your account is configured. Most clients have visibility across their organisation so managers can see what is open. Ask us if yours is not set up that way.

Would rather just talk to someone?

The desk is open Monday to Friday, 08:30 to 17:30, and you get an engineer rather than a queue.