Remote IT support that resolves most issues without a site visit, keeping your business running.
Modern businesses rely heavily on technology. When something goes wrong, it needs to be fixed quickly to minimise disruption.
Our Remote IT Support service provides a fast, efficient and cost-effective way to deal with most IT support issues. Over 90% of help desk queries are fixed remotely by our support team, without the need for an engineer to visit your site.
With remote IT support London services from HTL, your users get help as soon as they call, reducing downtime and keeping your operations moving.
Flexible plans
Tailored support packages that scale with your business, so you only pay for the services you actually need.
London-based engineers
Experienced, Canary Wharf–based IT specialists who understand the needs of London businesses and can be on site when needed.
Predictable monthly costs
Simple, contract-based monthly pricing that keeps your IT support spend easy to forecast and control.
Over 90% issues fixed remotely
Most support tickets are resolved in a single remote session, minimising disruption and keeping your team productive.
What Our Remote IT Support Does
Our remote IT support allows experienced engineers to securely access your computers over the internet and see what your users see on their screens. This means we can quickly locate the cause of a problem and implement a solution while talking the user through the steps.
All your users need is an internet connection. There’s no waiting for someone to travel across London – our technicians can begin working on the issue from the moment you call.
Typical issues we fix remotely include:
- Password and login problems
- Email and Microsoft 365 issues
- Printing and file access problems
- Slow or unresponsive PCs and laptops
- Application installation and configuration
- VPN and connectivity issues for home or remote workers
Remote IT Support as Part of Techplan
Remote IT Support is included as part of the HTL Techplan service, a flexible and cost-effective IT support solution for London businesses. Techplan brings together remote support, on-site visits, monitoring and advisory services in one structured package.
Local IT Engineers
A team who understand London business.
No call-out fees for remote fixes
Cost-effective IT support.
Over 90% of issues fixed remotely
Fewer interruptions and delays.
Included in our Techplan service
Part of a structured IT support package.
Key Benefits of Remote IT Support
We provide IT helpdesk support for different industries.
Whether you have 10 users in one office or 200 spread across multiple locations, we tailor our helpdesk to your user base and business hours.
Fixed Remotely
No Delays
Reduce Support Costs
How Our Remote Support Process Works
If a problem cannot be resolved remotely or requires physical work on-site, we arrange an engineer visit as needed.
You contact our helpdesk
Your users call, email or log a ticket when they have a problem.
We assess the issue
A qualified engineer reviews the problem and confirms that remote support is appropriate.
We connect securely
With the user’s permission, we use secure remote access tools to connect to their device and see the issue first-hand.
We diagnose and fix
We troubleshoot, fix the problem, apply updates or adjust settings while explaining what we’re doing.
We confirm and advise
Once resolved, we confirm the fix with the user and, where useful, give simple advice to help prevent similar issues in future.
Remote IT Support for Hybrid and Remote Teams
Our remote IT support London services are ideal if:
- Your staff work in a mix of office and home environments
- You have multiple offices across London or the UK
- You operate with field-based or mobile workers
- You want faster resolution of everyday issues without constant site visits
- You need cost-effective IT support that scales with your business
Remote support works especially well when combined with our Business IT Support and Managed IT Services packages.
Secure, Controlled Access You Can Trust
We understand you need to be confident that remote IT support is secure and under your control.
Is remote support easy to use?
Yes. When you call our helpdesk, the engineer will guide you through a simple process to allow remote access. It only takes a few moments and does not require any technical knowledge.
How secure is remote IT support?
Remote sessions use a secure, 128-bit encrypted connection, similar to the level of security used for online banking. This ensures data passing between your device and our engineer is protected.
Can you control my computer without my knowledge?
No. We can only connect to your computer with your knowledge and consent. You see everything that happens on your screen during a remote session, and we cannot reconnect once the session has ended unless you request it again.
What about compliance and audit?
All remote sessions follow defined procedures and are logged in our systems. We can provide information on access times and activity to support your internal policies and compliance requirements.
When Remote Support Isn’t Enough
Some issues can’t be fully resolved remotely – for example:
Hardware failures
Cabling and physical network problems
Office moves and new equipment installations
In these cases, our remote engineers diagnose as much as possible first, then arrange for an on-site visit with a London-based engineer. This combined approach keeps downtime and disruption to a minimum.
Why London Businesses Choose HTL for IT Support
Remote IT Support is part of a wider IT service offering from HTL.
Related IT Support Services
Remote IT Support works best as part of a complete support and managed services strategy:
Ready for Better
Business IT Support in London?
If slow responses, recurring issues or growing risks are holding your business back, it’s time for a better approach. Let HTL Support show you how proactive, business-focused IT can transform your operations.