Remote IT Support

How a remote session works

1. You contact us by phone on 01623 650333, by email at support@dijitul.uk, or through the client portal.
2. We send you a link to a small remote access program. You run it and read us a session code. Nothing connects until you approve it.
3. You see everything we do on your screen. You can use your mouse to stop us, or close the window to end the session.
4. When we finish, we disconnect, the session ends, and we note what we did against your account.

On Macs, macOS asks you to allow Screen Recording and Accessibility permissions for the remote tool the first time. We talk you through those clicks. For full detail on what we look after, see our IT support page.

What can be fixed remotely

Far more than most people expect. Typical remote jobs include:

• Rebuilding a broken Outlook profile or clearing cached credentials. See Outlook support.
• Adding users, licences, shared mailboxes and MFA in Microsoft 365. See Microsoft 365 support.
• Fixing SPF, DKIM and DMARC records at your DNS host.
• Removing bloatware, checking disk health and fixing slow start-up. See PC and laptop support.
• Reinstalling printer drivers and restarting a stuck print spooler. See printer support.
• Installing and updating business software. See software installation support.
• Logging into your router's admin page to change Wi-Fi channels or settings.

What cannot be fixed remotely

We are upfront about the limits. A PC that will not power on, a cracked screen, a failed network switch, new cabling or physically mounting access points all need hands on site. In those cases we tell you before charging anything and quote the visit, or suggest a sensible alternative, such as posting the laptop to us or having a local electrician run cable while we configure the equipment remotely.

If the problem is your internet connection itself, we can still help: if any device on the network can get online, or you can tether to a phone, we can usually connect and diagnose the router. See broadband and router support.

Is remote access safe?

Scammers often pretend to be from Microsoft or your bank and ask you to install remote software. That is a real risk, so here is how to tell the difference with us:

• You contact us first, or we contact you about a ticket you already raised. We never cold-call about a 'virus on your PC'.
• We never ask for your bank details or for you to log into online banking during a session.
• The connection is encrypted and needs your approval each time unless you have asked for unattended access as part of a plan.

If anyone else asks you to install remote software, hang up. Our phishing protection page explains more.

Remote support for home and hybrid workers

Remote support works just as well when your staff are at home as when they are in the office. That matters for hybrid teams, where problems often happen on a kitchen table with no colleague to ask. We can connect to a home laptop, check the home router's Wi-Fi, fix VPN or Teams issues and sort printer drivers for a home printer in the same way.

For businesses on the Complete plan, we can install unattended access on company laptops so we can apply updates or fix problems while the user is at lunch, without them needing to approve each session. That access can be removed at any time, and every connection is logged. See home working IT support.

Pricing for remote support

Remote support is £45 an hour + VAT. The first 30 minutes is the minimum charge, then we bill in 15-minute blocks, so a 40-minute job is billed as 45 minutes. There is no call-out fee and no travel. If your team needs help regularly, the Complete plan at £99 a month + VAT includes 3 hours of work each month, priority support and an IT helpdesk your staff can contact directly. See the pricing page or home working IT support if your team works remotely too.

What it costs

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Pick a plan if you want it looked after every month, or pay by the hour for a one-off job.

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