Fast, Secure Remote Support

Remote IT Support Services

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Whether you're working from the office, at home, or on the move, our IT Support Team is here to help keep you connected and productive.

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Our Remote Support Service allows IT technicians to securely diagnose, troubleshoot, and resolve technical issues without needing to visit your location, helping us provide faster support and minimise disruption to your work.

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What Is Remote Support?

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Remote support enables an authorised IT support technician to securely connect to your device, with your permission, to investigate and resolve technical issues.

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During a remote support session, the technician can:

• View your screen

• Diagnose system issues

• Adjust settings

• Install approved software

• Provide guidance and training

• Resolve many common technical problems remotely

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You remain in control throughout the session and can monitor all actions being performed.

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Services We Can Support Remotely

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Microsoft 365 Issues

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Help with:

• Outlook email problems

• Microsoft Teams issues

• OneDrive synchronisation

• SharePoint access

• Office application troubleshooting

• Microsoft 365 account issues

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Device Support

 

Assistance with:

• Windows configuration

• Performance issues

• Software errors

• Printer connectivity

• Peripheral device setup

• Application installations

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Network & Connectivity

 

Support for:

• VPN connections

• Wi-Fi troubleshooting

• Remote access solutions

• Authentication issues

• Connectivity problems

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Account & Access Requests

 

Help with:

• Password resets

• MFA setup and troubleshooting

• Account lockouts

• Permission enquiries

• Shared mailbox access

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Before Your Remote Session

 

To ensure your support session runs smoothly, please:

✅ Save any open work

✅ Close confidential information that is not relevant to the issue

✅ Ensure you have a stable internet connection

✅ Remain available during the session in case the technician needs information

✅ Have your device connected to power if possible

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How to Request Remote Support

 

If you require assistance:

1. Log a support ticket through the Service Portal.

2. Provide a detailed description of the problem.

3. Include any error messages or screenshots where possible.

4. A support technician will contact you to arrange assistance.

 

For urgent issues, please contact the Service Desk directly.

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Starting a Remote Support Session

 

When instructed by the IT Support Team:

1. Open the approved remote support tool.

2. Enter the session code provided by the technician.

3. Accept the connection request.

4. Remain available while support is being provided.​

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The technician will guide you through the process and explain any actions being taken.

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Security & Privacy

 

Your security is important to us.

 

To protect your data:

• Remote support sessions are only conducted by authorised IT staff.

• Your permission is required before a connection is established.

• Sessions are encrypted and secure.

• Access is limited to resolving the reported issue.

• Remote sessions can be terminated by you at any time.

 

Never accept remote support requests from unknown individuals or external organisations.

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If you are unsure whether a support request is legitimate, contact the IT Service Desk before granting access.

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Common Issues Resolved Remotely

 

We regularly assist users with:

• Slow computers

• Outlook errors

• Teams audio and video issues

• Application crashes

• Software installations

• VPN connectivity problems

• Password and MFA issues

• Printer setup and troubleshooting

• File synchronisation problems

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Most issues can be resolved during a single remote support session.

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Support Hours​

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Remote Support Available: 24/7

office - Monday to Friday
08:30 – 17:30

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Support outside of these hours is available for maintenance customers and may be available for critical business-impacting incidents in accordance with company procedures 

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Contact the Service Desk

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📧  Email: support@acs-norfolk.co.uk

📞  Phone: 01603 343435

🌐  Service Portal: Portal

       Submit a Ticket: Ticket

💬  Microsoft Teams: ACS Norwich

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Need Help Right Now?

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If you're experiencing an IT issue and are unable to work effectively, contact the Service Desk and we'll arrange remote assistance as quickly as possible.

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Fast, Secure, Remote Assistance Wherever You Work.