Small IT problems should not consume the working day
A login failure before a client meeting or a laptop that will not connect can look minor on a report and still cost a person half a day. The real problem is not only the fault—it is not knowing who owns it or when help will arrive. Tier1 gives staff a direct, responsive path for access problems, devices, printers, Wi‑Fi, and software issues, with escalation when the cause sits deeper in the environment.
A clear path from question to resolution
Clear request handling and practical resolution paths:
- Priority-based ticketing and status updates
- Remote troubleshooting for most everyday issues
- User onboarding and offboarding support
- Device health checks and common fixes
- Escalation into engineering when an issue is deeper than end-user support
People contact us without becoming ticket experts
Users can typically call, email, or submit requests through the portal under your agreement. We keep channels simple so people are not stuck waiting on an informal internal queue for routine problems.
Useful when managers have become the unofficial helpdesk
Offices, professional services teams, and multi-site businesses that want consistent support quality and visibility—especially when managers are tired of being the unofficial IT desk.
The best ticket is the one that does not keep returning
Helpdesk works best alongside proactive monitoring and maintenance. Tickets still happen in healthy environments; the difference is fewer repeats and faster answers because the environment is documented and maintained.
Frequently asked questions
What are your response times?
We use tiered priorities: business-critical issues are triaged first with transparent updates, while routine requests are worked in order. Exact targets are confirmed in your service agreement.
Can users contact you directly?
Yes. Staff can usually call, email, or use the support portal so managers are not a bottleneck for every password or device issue.
Do you support after hours?
Standard cover is Monday to Friday, 8am–5pm, with emergency and 24/7 on-call options available when your business needs escalation outside office hours.
Can you help with Microsoft 365 access issues?
Yes. Mailbox access, MFA prompts, Teams/SharePoint permissions, and licensing-related user issues are common helpdesk work for modern workplaces.
What if the issue needs an onsite visit?
If remote resolution is not enough, we schedule onsite support in our coverage regions for hardware, complex local networking, or critical incidents.
A staff member is getting a new phone. What should they do first?
Ring us before the old one is wiped or traded in, while a sign-in can still be approved on it. Authenticator profiles do not move across in an ordinary phone backup, so each account needs re-enrolling. Doing this while the old phone still works turns a morning into ten minutes.
Someone has changed phones and is locked out of their email. How quickly can you fix it?
Usually within the same call. We reset the authenticator from our side, and can provide a working code over the phone or a link that keeps issuing codes for a few days so they are covered on a loan handset until the replacement arrives.
Do all the accounts in an authenticator app need re-adding?
Yes, each one separately. Microsoft 365 is straightforward, but third-party systems—job management, accounting, trade platforms—each hold their own enrolment. Set aside twenty minutes with a laptop in front of you rather than doing it between jobs, since most accounts re-enrol by scanning a code shown on screen.
Should staff keep trying passwords they think might be right?
No—stop after one or two. Repeated attempts lock the account, which turns a two-minute reset into a longer job. Ring us and we will reset it properly.
Our printer says it is offline but it is plugged in and switched on.
Nearly always the network path rather than the printer. The usual culprits are the network cable between printer and switch, the power injector midway along it, or the small router the printer connects through. Reseating both ends of the cable is the first check worth doing before anyone is called out.
Who fixes the printer—the print company or you?
Where you have a print contract the split roughly follows the cable: your print provider covers the device itself, and we cover everything from the network port onwards including the cable, the switch, the router, and the print queue on your computers. We also supply printers ourselves, in which case it is all us. Either way, ring us and we will sort it out with the printer technician rather than sending you back and forth.
Everything printed at once after the printer came back online. What happened?
That is the queue flushing, and it is a useful clue: jobs stack up on your computer while the printer is unreachable, then release together the moment it reconnects. If a stack of paper appears after a fix, the problem was almost certainly connectivity rather than the printer itself.