Remote IT Support

  • Introduction

    Why Would You Need Remote IT Support?

    Remote IT support can be as simple as a telephone call to our helpline and our business IT support engineers providing help over the phone, without being in front of the computer that needs attention. But it can also mean Remote Control Support, which means our IT support engineers temporarily “Connecting” the computers so we can see your screen on our own computers and can control your mouse and keyboard.

  • Our solutions

    Flexible Remote IT Support Solutions

    By controlling your mouse and keyboard it makes it much easier to provide you with IT technical support. It’s quicker and much less stressful and all you need is a working internet connection for it to work.

    The Silver Cloud Business uses two remote IT support tools depending on the level of support required:

    DATTO - A remote IT support and monitoring tool we use as part of our managed service.

    • This tool allows us to remotely support and fix most problems, even if a computer appears not to be functioning, we can still connect and fix the problem.
    • We also use this tool for remote IT support of servers where we may need to do work out of hours, such as apply software updates and security patches, which we can do without causing disruption to the business.

    LOGMEIN123 – Used for remote IT support with clients who do not want to be on our managed service.

    • Allows us to connect by invitation where the client will instigate a remote support session by going to the Logmein123 portal, call in The Silver Cloud Business and requesting a remote IT support code which our engineers will give out. Once the code has been entered, the support engineer will be able to establish a onetime connection to assist with fixing the problem.
    • Once the connection has been closed it cannot be re-established without another invitation from the client.

    Get remote support

Featured Case Study

  • Sector / Charity

    Local Charity The Trussell Trust, Adopts Full Cloud Services in Salisbury


    Our Client 

    The Trussell Trust is a leading anti-poverty charity which supports a nationwide network of food banks. Together they provide emergency food and support to people locked in poverty and campaign for change to create a hunger free future where food banks are no longer needed. There are more than 1,200 food bank centres in the Trussell Trust’s network, roughly two thirds of all the food banks in the UK. The Trussell Trust supports these food banks to provide nutritionally balanced emergency food parcels to people in crisis who have been referred to them by advice agencies, GPs, schools, and others. Food banks also offer people support and guidance to help them resolve the crises they are facing.

    The Problem

    Inconsistent software across workstations and laptops, outdated servers and a need for a more flexible working environment

    The Trussell Trust was running a fully supported version of Windows server in a hypervisor environment with VM’s running Active Directory and Exchange 2010 and file shares.

    Workstations and laptops were running a mixture of Windows 7 and Windows 10 with Office 2010. A 2008 R2 terminal server was being used for remote access and was due to go out of support with Microsoft.

    The organisation wanted to get all IT systems, workstations, and laptops running supported software and the latest Microsoft Office applications.

    They also wanted to get away from the old version of Microsoft Exchange and move their files to the cloud and migrate into SharePoint to become less reliant on on-premise servers and remove the 2008 R2 Terminal server.

    The Solution

    Utilising the full suite of Microsoft Office tools to ensure consistency and efficiency 

    • A new Microsoft 365 tenant was created using the not-for-profit portal. AD Sync tool was installed into their on-prem environment and their Active directory was synced up with M365 in full hybrid mode.
    • Once all machines were upgraded, the email hosting on Exchange 2010 was migrated using the cutover migration process to cloud-based Exchange online. This was done with no email downtime for the users.
    • Once the mail was all cut over, the Exchange 2010 server was de-commissioned and switched off.
    • As soon as the Trussell Trust was able to proceed with the migration of files to SharePoint, this was done using the Microsoft SharePoint Migration Tool in a staged manner to avoid users not being able to access file shares.
    • Once each share was migrated it was made read-only on the on-premises systems for reference purposes only and to ensure continuity of data.
    • Microsoft Teams was also deployed during this stage to make every user experience much easier and more flexible.
    • The only exception to the SharePoint Migration was the Accounts files that were required to stay on-premises due to the accounting package in use. However, we were able to utilise the Direct Access system that was deployed earlier in the project to assist with remote access to this.

    The Outcome

    Fully supported and up-to-date in a Hybrid cloud environment

    The finished project meant that the organisation is now running its IT systems on fully supported software and operating systems, with the latest office applications in a Hybrid cloud environment. Staff are able to work much more efficiently moving forward with flexible working, with the majority of their systems fully cloud-based.

    Local Charity The Trussell Trust, Adopts Full Cloud Services in Salisbury

The Silver Cloud Business Can Help Transform How Your Business Operates and Collaborates.

Contact us today for more information or advice about Remote IT Support and how it can help benefit your business.