Help Desk

We offer exceptional customer focused help desk support for end-users. Including troubleshooting, issue resolution and technical assistance.

Sand Communications

What is Helpdesk Support?

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Help desk support provides immediate assistance to employees encountering IT issues. Whether it’s a minor software glitch or a more complex technical problem, having a dedicated support system in place ensures that employees receive prompt help. This rapid response is a critical factor in minimising downtime, as employees can get back to work quickly without experiencing prolonged interruptions. In the world of business, every minute counts, and minimising downtime directly translates into maintaining operational efficiency.

Taking Helpdesk Support to the next level.

At Sand Communications, we are your trusted partner for outsourced IT support, offering next level helpdesk support backed up by the power of our Remote Monitoring and Management (RMM) platform.

Our expert team of IT professionals are dedicated to providing comprehensive solutions that streamline your IT operations and keep your business running smoothly. Let us take care of your technology needs to allow you to focus on growing your business.

Why is IT helpdesk support important?

The importance of a robust helpdesk support system cannot be overstated. It serves as the frontline of defence against IT challenges and is instrumental in maintaining the overall efficiency and productivity of your business.

A robust help desk support system plays a pivotal role in modern business, offering immediate assistance to employees facing IT issues, thereby minimising downtime, and promoting sustained productivity. This quick response not only saves valuable time but also improves operational efficiency, ensuring that tasks proceed uninterrupted.

Beyond issue resolution, efficient help desk support elevates employee morale, instilling confidence, and trust in the organisation as employees know they have reliable support. A competent help desk system extends its impact by taking proactive measures, preventing recurring issues, and enhancing the overall stability of the IT infrastructure.

A dependable help desk support system isn’t just an option; it’s a necessity for businesses aiming to thrive and succeed.

Here’s some ways in which remote helpdesk support
can benefit your business

Reframe how you think about outsourcing your IT helpdesk, consider it an investment in the efficiency, reliability, and growth of your business. By leveraging the expertise of specialised professionals, you not only ensure prompt and expert technical support but also reduce operational costs.

Saving Costs

Outsourcing your IT helpdesk can often be more cost-effective than maintaining an in-house team. You can reduce labour costs, overhead, and the need for ongoing training and certifications.

Compliance and Regulation

Managed service providers stay up to date with industry regulations and compliance requirements, ensuring that your IT systems align with these standards.

Faster Issue Resolution

Quick issue resolution minimises the impact of technical issues on your operations, helping you to maintain productivity and customer satisfaction.

Access to expertise and specialisation

In an age of increasingly intelligent cyber threats, infrastructure management plays a vital role in keeping your business secure. Regular updates, security measures and data protection are all part of this, safeguarding your sensitive business information.

Frees you to focus on core activities

By outsourcing your routine IT support, your internal team can concentrate on more strategic and high value tasks, such as planning, innovation, and projects that drive your business forward.

This strategic decision empowers you to maintain a competitive edge, as you can reallocate internal resources towards innovation and core business activities. Viewing your IT helpdesk outsourcing as an investment yields long-term benefits, driving productivity, security, and overall business success.

Why choose Sand for your IT support desk

At Sand Communications, we are committed to providing you with reliable, responsive, and efficient IT support. Our team’s expertise combined with the power of our RMM platform ensures that your technology remains and enabler of growth rather than a barrier. Trust Sand with your IT needs, so you can focus on driving your business forward.

Here’s what you can expect from us:

Unmatched efficiency and proactive monitoring

We believe in using the best tools so that we can deliver exceptional service. With our RMM platform, we proactively monitor your IT infrastructure in real-time, detecting and resolving potential issues before they become critical problems. It boasts powerful automation and scripting capabilities allowing our team to resolve problems swiftly and efficiently, minimising downtime and maximising your team’s productivity.

Experienced IT Professionals – Your Tech Gurus

Our team consists of skilled and certified IT professionals who have vast industry experience. We do not use customer service teams at Sand, meaning when you log a ticket with us, whether that is through our dedicated RMM, email or via telephone, the person who gets the ticket will be able to resolve the issue. Our average SLA from a ticket being logged to being resolved is currently 45 minutes.

Security at the Core – Safeguarding your Data

Cyber security is a top priority of us. This is why we have obtained our Cyber Essentials and Cyber Essentials Plus certifications. We implement robust security measures to safeguard your sensitive information and protect you against cyber threats. From encryption to access controls, we can ensure your data is protected.

Next Level Support – We Have You Back, Always

Tech issues can strike at any time, and Sand understands the importance of fast issue resolution. Our IT support desk work tirelessly to ensure that your issues are resolved within a timely manner. Ensuring you are back up and running in no time.

Scalable Solutions – Growing with You

Your IT requirements evolve as your business grows. Sand has designed their IT support to be scalable, seamlessly adapting to your changing needs. Whether you require support for just a handful of devices or whether you have a complex IT infrastructure, we have the flexibility to cater to your unique business requirements.

Customised Solutions – Tailored to Your Business

Every business is unique, with their own business goals, plans, needs and requirements, and so are their IT needs. The team at Sand understand this and works closely with you to really understand your specific requirements so that we can tailor our solutions accordingly. We believe in providing personalised services that align with your business goals.

Seamless Integration – Collaborating as One Team

As an outsourced IT support provider, we work to integrate seamlessly with your business by becoming an extension of your own team. This is so that we can ensure smooth operations and consistent support and provide you with the best possible service as if we were a part of your own team.

Cost-Effective Outsourcing – Maximising Value

Maintaining an in-house IT team can be expensive. Outsourcing your IT support can be a cost-effective solution, helping you reduce overhead costs whilst still receiving high quality support.

Contact us today and experience the difference of a dedicated IT support desk that cares about your business.

How to get started

We understand that changing your provider can be a daunting task, however we work tirelessly to ensure the process is as seamless as possible.

Give us a call on 01423 222333 or

take the first step today and book a discovery call to see how Sand Communications can help transform your IT helpdesk:

Rebekah Stewart

Solutions Advisor

  • 5+ IT experience
  • Cyber Security consultancy
  • Outsourced IT support
  • Infrastructure Management

Frequently Asked Questions

What type of issues can your support desk handle?

Our support desk is equipped to handle a wide range of IT issues, including hardware and software troubleshooting, email configurations, security concerns, device set up, network connectivity problems and more. We strive to resolve issues quickly to reduce the impact on your business operations.

How do we log a ticket when we encounter IT problems?

You can access our support desk through various channels, including phone, email and our web-based ticketing system. Our team is available during business hours and depending on your service plan may offer extended support hours for any critical issues.

Can you support both on-site and remote workers?

Yes, our support desk offers support for both on-site and remote employees.

How do you remote log on to our devices?

Our RMM platform is integrated with both AnyDesk and Splashtop, our preferred method is AnyDesk, which will be installed on all devices within your network to enable fast and efficient issue resolution.

If you have any additional questions or specific enquiries relating to our support desk services, please feel free to reach out. We are here to provide reliable and efficient IT support to help your business thrive.

What is the average response time for support desk inquiries?

Our goal is to respond to all enquiries as quickly as possible. The average response time depends on the severity of the issue. Email and tickets logged through our RMM have a default of 30 minutes from the issue being raised to one of our agents accepting the problem. Our average SLA from the issue being raised to solved is 45 minutes. Critical issues will always receive immediate attention, whilst non-urgent matters will be addressed in a timely manner.

How do you prioritise support desk tickets?

Tickets are prioritised based on their impact on your business operations. Business critical issues that significantly effect business operations will receive immediate attention, while lower priority tickets are addressed in order of receipt.

Is there a way to measure the effectiveness of your support desk services?

Yes, the team here at Sand are big on transparency. We provide regular reports that showcase the performance of our support desk, including response times, issue resolution and customer satisfaction scores.