Key facts
- Remote support covers Microsoft 365, Outlook, websites, software, security and most configuration
- On-site work is needed for cabling, physical hardware swaps, Wi-Fi surveys and some printer faults
- Remote work has no travel time, so short jobs cost less
- Remote sessions use secure tools that need your permission to connect
- dijitul is based in Mansfield and supports UK businesses mostly remotely
- Ad-hoc remote support £45 an hour + VAT; on-site work quoted upfront
The short answer
Most IT problems small businesses face today are in software or the cloud: Outlook asking for a password, a Microsoft 365 licence issue, a website error, a phishing email, a slow laptop or a permission problem in SharePoint. All of these can be fixed remotely, usually faster than waiting for someone to arrive.
On-site support is still needed when something physical is wrong or needs installing: a failed hard drive, network cabling, a new access point, a server swap or a Wi-Fi survey of a building.
Remote support also means the person helping you does not have to be local. A specialist in Microsoft 365, WordPress or networking can work on your systems from anywhere, which gives a small business in a rural area the same access to skills as one in a city centre.
Side-by-side comparison
| Factor | Remote support | On-site support |
|---|---|---|
| Typical jobs | Email, Microsoft 365, websites, software, security, settings | Cabling, hardware, network installs, Wi-Fi surveys |
| Travel time | None | Added to the job |
| Cost for short jobs | Lower, billed for time worked | Higher, visits usually quoted |
| Getting started | As soon as a session is connected | When an engineer can travel |
| Disruption | Often in the background | Someone in the office |
| Physical faults | Can diagnose, cannot touch | Can repair or replace |
| Coverage area | Anywhere in the UK with internet | Limited by travel |
| dijitul pricing | £45 an hour + VAT or within plans | Quoted upfront |
What can be fixed remotely
- Outlook and Microsoft 365 sign-in, profile and mailbox problems
- MFA set-up, password resets and Conditional Access policies
- Website errors, plugin conflicts, SSL and DNS changes
- Software installs, updates and licence activation
- Malware scans, phishing investigations and account lockdowns
- SharePoint, OneDrive and Teams permissions
- Printer driver and queue problems on the PC side
- Router and firewall configuration, if remote management is enabled
Remote sessions use secure tools that need your permission to connect. Nobody can connect without you knowing. See remote IT support.
When someone needs to be there
Some jobs genuinely need hands on site: running network cable, fitting a rack, replacing a failed server disk, installing access points, surveying Wi-Fi in a large building, or moving an office. Some hardware faults, such as a laptop that will not power on, need either a visit or the device sent in.
Even then, remote diagnosis first saves money. Checking logs, settings and monitoring before a visit means the engineer arrives with the right part and a plan, rather than spending the first hour finding the problem.
Hardware can also be shipped rather than visited. A new laptop can be set up remotely using Windows Autopilot and Intune, delivered straight to the user and configured the first time they sign in, with apps, settings and security policies applied automatically. That avoids a visit for most new starters and replacements.
Security of remote support
Criminals pretend to be IT support to get remote access, often by phone. Only allow remote access from a provider you contacted, through tools they have set up with you. A genuine provider will never cold-call to say your computer has a virus. Our remote sessions are started with your agreement, and we can show you what we are doing as we work. See phishing protection.
How dijitul works
dijitul is based in Mansfield, Nottinghamshire, and supports businesses across the UK, mostly remotely. Ad-hoc remote support is £45 an hour + VAT, with a 30-minute minimum and then 15-minute blocks. Plans from £25 a month + VAT add updates, backups and monitoring, and Complete at £99 a month + VAT includes an IT and Microsoft 365 helpdesk for your team. If a job genuinely needs someone on site, we tell you upfront and quote it. See pricing or ask for a quote.
Frequently asked questions
Can IT support really be done remotely?
Most of it, yes. Email, Microsoft 365, websites, software, security and settings problems can all be fixed remotely. dijitul supports UK businesses mostly remotely at £45 an hour + VAT, and quotes on-site work when something physical needs doing.
When do I need on-site IT support?
When something physical must be installed, repaired or replaced: network cabling, access points, failed server hardware, office moves and Wi-Fi surveys. dijitul diagnoses remotely first, then tells you upfront if a visit is needed and quotes it.
Is remote IT support safe?
Yes, when you use a provider you contacted, through tools set up with your agreement. Be wary of unexpected calls offering to fix your computer. dijitul only connects with your permission and can show you what we are doing.
Is remote support cheaper than on-site?
Usually, because there is no travel time. A short remote fix with dijitul is billed from a 30-minute minimum at £45 an hour + VAT, then in 15-minute blocks. On-site visits are quoted separately.
Do you provide on-site IT support outside Mansfield?
dijitul is based in Mansfield and supports businesses across the UK remotely. Where on-site work is genuinely needed, we tell you upfront and quote it, including any travel, before anything is booked.
Related
Get it fixed
One-off fixes are £45 an hour + VAT. You'll know the likely cost before we start.