IT support and helpdesk
Our IT helpdesk gives your people friendly, knowledgeable support on Mac, Windows, iPhone and Microsoft 365, remotely and on site. Our engineers know your people and how your organisation works.
How we help
Trusted by teams across UK government, healthcare, education, charities, financial services and global brands
Most requests are ordinary. What matters is how quickly they are picked up, and whether they come back.
Scenario 1
A password expires, an MFA prompt goes to an old phone, or a Mac will not start, minutes before something important.
What you can doPhone the helpdesk for anything urgent. We assess the impact, set the priority and work on it remotely first, so the person can get back to work.
Scenario 2
Small problems that affect one person and have a workaround, but waste time every day they are left.
What you can doLog it by email or the support portal. Every request gets a ticket number and an acknowledgement, and we send updates until it is done.
Scenario 3
Accounts, licences, a laptop and access to shared mailboxes all need to be ready, and nobody has asked for them yet.
What you can doRaise the request when the offer is accepted. We set new starters up before their first day and remove leavers’ access promptly.
Scenario 4
A fix that works for a day, a printer that drops off again, a Teams issue that comes back after every update.
What you can doWe look for the cause, fix it across all your devices and record it in a knowledge base for your environment, so it does not come back.
One IT helpdesk for every device and every app, staffed by engineers, not call handlers who read from a script.
Phone for anything urgent, email and the support portal for everything else, and remote sessions on Mac and Windows. Engineers visit on site in London and Dubai when a problem needs hands on, and the Self Service and Company Portal apps let people install approved apps themselves.
Mac, iPhone and iPad, Windows laptops and desktops, printers, scanners and peripherals, and Wi-Fi, VPN and home working set-ups. We also handle repairs, AppleCare and warranty claims.
Outlook, Teams, OneDrive and SharePoint, passwords, MFA and sign-in problems, shared mailboxes and permissions, and software installs and licences. For your business apps, we work with their vendors so your people do not have to.
New starters set up before their first day, leavers’ access removed promptly, role changes and access reviews, device swaps and replacements, and short how-to help for your team.
Recurring issues are investigated and fixed across all devices, not just the one that was reported. Fixes go into a knowledge base for your environment, with direct escalation to senior engineers and improvements agreed in reviews.
Tickets by type, person and device, response and resolution performance against your agreed targets, and trends and recommendations, discussed in monthly or quarterly reviews.
Every request is logged and prioritised by its impact on your organisation. Response and resolution targets for each priority are agreed in your service agreement and reported on every month.
| Priority | What it means | Example |
|---|---|---|
| Critical | The whole organisation or a key service cannot work | Email down for everyone, or a suspected security incident |
| High | A team, or someone with a time-critical deadline, cannot work | A partner’s Mac will not start before a client meeting |
| Normal | One person is affected and a workaround exists | Outlook is slow, or a printer will not connect |
| Request | A change, new set-up or question | A new starter, a software install or a shared mailbox |
What changes when your IT helpdesk is run by engineers who know your set-up.
| Area | Without | With Postremo IT |
|---|---|---|
| Who answers | WithoutWhoever is free, often someone with another full-time job. | With Postremo ITEngineers who know your people, devices and set-up. |
| Macs and iPhones | WithoutApple questions passed around or left until someone has time. | With Postremo ITProper Mac and iPhone expertise, from a Jamf Professional Partner. |
| Priorities | WithoutFirst come, first served, whatever the impact. | With Postremo ITPrioritised by impact, against targets agreed in your service agreement. |
| Recurring problems | WithoutThe same quick fix, every time it comes back. | With Postremo ITThe cause found and fixed across all your devices, and recorded. |
| Visibility | WithoutNo record of what was asked or how long it took. | With Postremo ITEvery request logged, with monthly reporting on tickets and performance. |
A simple process your people will get used to in a week, and that you can see in the reporting.
Phone, email or portal
By phone, email or the portal. Every request gets a ticket number and an acknowledgement.
Book a callImpact first
We assess the impact and set the priority, so urgent problems are handled first.
Remote or on site
We fix it remotely where possible, or on site when an engineer needs to be there. We send updates until it is done.
Root cause
We look for the cause, fix it across all your devices and record it, so it does not come back.
Every ticket tells us something about your environment. We look for patterns and fix root causes. Then we improve your IT, so the same problems stop coming back.
As a Jamf Professional Partner, we support Mac, iPhone and iPad as confidently as Windows and Microsoft 365. Devices we manage are enrolled in Jamf Pro or Intune, so many fixes can be applied to every device at once.
IT support can be provided on its own or as part of our fully managed service, which adds device management, security and planning.
Organisations where IT questions currently go to an office manager or a colleague who is good with computers. For offices in the capital, see IT support in London.
Organisations whose people use Macs, Windows PCs, iPhones and Microsoft 365, and want one helpdesk for all of them.
Teams that need overflow support for busy periods, or cover for holidays and sickness. See co-managed IT.
Can’t see your question? Call us on +44 20 7550 9103 or book a call.
An IT helpdesk is the single place your people go when something is not working or they need a change, such as a new starter or a software install. Ours is staffed by engineers who log every request, set its priority, fix it remotely or on site, and report on the results.
Yes. We support most issues remotely, because that is usually the quickest fix, and send engineers on site in London and Dubai when a problem needs hands on. Response targets for each priority are agreed in your service agreement and reported on every month.
Yes. Apple support is a core strength. As a Jamf Professional Partner, we manage and support Mac, iPhone and iPad alongside Windows and Microsoft 365, so your people get the same standard of help whichever device they use.
Yes. IT support can be provided on its own, as a standalone helpdesk, or as part of our fully managed service, which adds device management, security and planning. We will recommend what fits after a 1-hour call about your people, devices and plans.
By phone for anything urgent, or by email or our support portal for everything else. Every request gets a ticket number and an acknowledgement, is prioritised by its impact, and is tracked until it is resolved, so nothing is lost in an inbox.
Response and resolution targets are set by priority and agreed in your service agreement. Critical issues, where the whole organisation or a key service cannot work, are picked up first, and performance against the targets is reported to you every month.
Tell us what you want your IT to do next. We’ll ask about your people, devices and plans, and tell you honestly whether we’re the right fit.
London head office
Postremo IT Limited
Level 24, One Canada Square
Canary Wharf
London E14 5AB
+44 20 7550 9103
info@postremoit.com
Also in Dubai
Business Bay, Dubai
Your brief: