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Remote IT support for London businesses.

Network Fish provides remote IT support for London businesses as part of our managed support service. One number to call, a one-hour response target, and engineers who know your setup. Most issues are resolved remotely without anyone needing to visit your office.

Remote IT Support Services

How our remote support works

You call or email. An engineer responds.

During business hours (Monday to Friday, 9:00am–5:00pm), you contact our helpdesk by phone or email. Our target response time is one hour. In most cases, an engineer picks up the issue quickly and resolves it in a single session without needing to visit you on-site.

We take remote control of the device if needed.

Where the issue requires it, the engineer uses remote desktop software to connect to the affected device securely. You can watch what is happening on screen and talk the engineer through the problem. No one visits your office unless they need to.

We fix the problem and document it.

Every issue is logged in our helpdesk system. We track what was done, what was found, and whether any follow-up action is needed. You always have a record of what happened and who dealt with it.

What we handle remotely

Remote support covers the full range of day-to-day IT issues your team encounters, including:

  • Software problems, error messages, and application failures.
  • Account setup, password resets, and access issues.
  • Microsoft 365 support, including Outlook, Teams, SharePoint, OneDrive, and Exchange.
  • File and folder access, sharing permissions, and OneDrive sync issues.
  • Printer and peripheral setup and troubleshooting.
  • New device setup and configuration for new starters.
  • Device deprovisioning and data handling for leavers.
  • Malware investigation and removal.
  • VPN and remote access troubleshooting.
  • Backup verification and recovery of individual files or folders.
  • Network and connectivity troubleshooting for remote workers.

What happens in the background: proactive remote monitoring

Remote support is not just what happens when you call us. It is also what happens before you need to.

We deploy remote monitoring and management (RMM) software across every device, server, and piece of network equipment in your business. It watches performance, disk space, security status, backup completion, and dozens of other indicators, around the clock.

When something looks wrong, we are alerted automatically. In many cases the issue is resolved automatically by a pre-configured remediation script, before anyone in your business notices. In others, an engineer picks it up and deals with it proactively.

This is why most managed support clients call us significantly less often than they did with their previous IT provider. Not because support is harder to reach, but because fewer things go wrong.

When remote support is not enough

Some issues cannot be resolved remotely. Hardware failures, network problems, on-site device setup, and certain infrastructure issues require a physical presence. For London clients, we have engineers who can attend your office same or next working day as part of your managed support contract.

Remote and on-site support are not separate services. They are two aspects of the same relationship. The engineer who resolves your issues remotely is the same team who comes on-site when needed.

Remote support for teams working from home

Remote support is particularly important for businesses with staff working from home or across multiple locations. Our engineers can support your team wherever they are working, connecting remotely to a home laptop in the same way they would connect to an office machine. Staff do not need to be in the office to get help, and issues do not wait until Tuesday when someone comes back in.

Microsoft 365 remote support

A large proportion of day-to-day IT issues for London SMEs are Microsoft 365 related: Outlook not connecting, Teams calls dropping, SharePoint permissions not working, OneDrive not syncing. We support all of these as standard. Our engineers are experienced with Microsoft 365 administration and can resolve most issues without escalation.

Part of your managed support contract

Remote helpdesk support is included for all Network Fish managed support clients under your monthly fee. There is no per-incident charge, no per-hour billing, and no limit on the number of issues raised. If you need support, you call. That is what the contract is for.

One monthly fee. One number to call.

The day-to-day frustration of IT problems becomes our job, not yours.

Book your free site survey   or call +44 (0) 207 403 4031

Frequently asked questions

What is remote IT support?

Remote IT support means an IT engineer helps you resolve a technical problem without needing to visit your office. The engineer connects to your device using secure remote desktop software, diagnoses and fixes the issue, and disconnects when done. Most day-to-day IT problems, including software errors, account issues, Microsoft 365 problems, and connectivity issues, can be resolved this way quickly and without disruption to your working day.

How quickly does Network Fish respond to remote support requests?

Our target response time for remote support requests is one hour during business hours, Monday to Friday, 9:00am–5:00pm. In practice, many issues are picked up and resolved significantly faster than this. If your issue is urgent, calling the helpdesk directly rather than emailing is the fastest route to a response.

What hours is remote IT support available?

Remote helpdesk support is available Monday to Friday, 9:00am–5:00pm. Outside of these hours, our remote monitoring systems continue to watch your infrastructure automatically and will alert on critical issues. If you have a requirement for out-of-hours support coverage, please discuss this with us as part of your initial survey.

Do I need to be at my desk for remote support to work?

For issues where an engineer needs to access your device remotely, yes, the device needs to be switched on and connected to the internet, and you will typically need to approve the remote connection. However, many monitoring and maintenance tasks, such as applying software updates, checking backup status, and resolving server-side issues, are carried out remotely by our team without any involvement from you or your staff.

Is remote support secure?

Yes. We use enterprise-grade remote desktop software that encrypts the connection between our engineer and your device. All remote sessions are logged and audited. The connection requires your approval before it is established and can be terminated by you at any time. You can watch the engineer working on your screen throughout the session.

What Microsoft 365 issues can you resolve remotely?

We resolve the full range of Microsoft 365 issues remotely, including Outlook not connecting or syncing, Teams call quality problems, SharePoint permissions and access issues, OneDrive sync failures, Exchange and email configuration, user account setup and licence assignment, security configuration, and multi-factor authentication setup. Microsoft 365 support is one of the most common categories of helpdesk request for London SMEs, and our engineers are experienced with all aspects of Microsoft 365 administration.

Can you provide remote support for staff working from home?

Yes. We support your team wherever they are working. A member of staff working from home can contact our helpdesk and receive exactly the same remote support as someone sitting in the office. The engineer connects to their device remotely in the same way, diagnoses and resolves the issue, and the staff member is back working quickly. IT problems do not stop at the office door and neither does our support.

What is the difference between remote support and remote monitoring?

Remote support is reactive: your team contacts us with a problem and an engineer resolves it remotely. Remote monitoring is proactive: software deployed on your devices, servers, and network equipment watches for problems automatically and alerts us when something needs attention, often before your team notices anything is wrong. At Network Fish, both are included as part of managed support. The monitoring runs continuously in the background, and when it identifies an issue, our team deals with it.

What happens if my issue cannot be resolved remotely?

If an issue requires a physical engineer visit — for example a hardware failure, a network problem that needs hands-on investigation, or a device setup that cannot be done remotely — we arrange an on-site visit. For London clients, we aim to attend same or next working day. There is no additional charge for on-site visits within the scope of your managed support contract. Remote and on-site support are part of the same service, not separate offerings.

Is there a limit on how many remote support requests I can make?

No. For managed support clients, remote helpdesk support is unlimited within your monthly fee. There is no per-incident charge and no cap on the number of issues you can raise. You pay a fixed monthly amount and you call whenever you need support. That is the point of a managed support contract.

Can you support our IT remotely if we are not based in London?

Our managed support contracts are primarily designed for London-based businesses where we can also provide on-site engineer visits when needed. For businesses outside London that need remote-only support, please contact us to discuss whether a remote-managed arrangement would suit your requirements. Remote monitoring, helpdesk support, Microsoft 365 administration, and security management can all be delivered without a physical engineer visit for businesses that do not need on-site coverage.