Are you an MSP looking for additional

IT support or a managed help desk?

Let us streamline and manage your help desk, calls, and support issues

With our global help desk as your disposal, we not only can just pick up the slack to ensure your clients issues are responded in the timely manner. But we can take over your entire help desk so you can go back to what your doing best … finding new clients or working with existing ones.

We streamline your ticketing system, we work with all RMM’s and even embed your business into our phone system so we answer and make calls on your behalf, you even have your own music on hold.

What does our help desk services cover?

24/7 Technical
Support

Technical Support being at the forefront of our business. Without it, how we manage your business’s IT systems is paramount.

Utilising the best engineers, software solutions and of course the cloud, we make managing your support issue and requests a breeze. Ohh and if it is fixed in under 5 minutes … IT’S FREE!

Dedicated Phone
Number

Having a phone system for your business important, but managing your help desk means, we need to take calls for support tickets on your behalf.

By using the latest SIP and VoIP platform we created a global phone system with mulitple incoming call routes, so when someone calls your dedicated number, we answer as you.

Dedicated Virtual
Machine

All our support engineers have a dedicated virtual desktop, configured with a user profile for your company, with all software and settings.

This separates your password database, your access to your own ticketing system, and it means if you need to assist us, you connect on your own profile to assist us.

A world of engineers
and resources

By having access to our own online agency, we have been working for over 10 years, with over 100 engineers in every part of the world.

This gives us access to different areas of IT that may need specific attention. All engineers also work in all timezones were needed to meet specific job migration requirements.

Have access to engineers at

your fingertips
We have over 100 engineers that work with us globally in the cloud

The cloud has allowed us in a way to work together much closer. With the affects of COVID-19 we learnt that working in the cloud as engineers … is the new IT.

All engineers have been working with vCloud a minimum of 6-12 months, we start off all engineers on a temporary basis and work on a per project basis until we understand how they work and what our job requirments are. Then we have them as part of our team to work on on-going projects with the agency.

All help desk and technical support staff work on a full-time basis exclusively for the vCloud Group. We do this so when your clients call for technical support, they are always talking to the same people who know their systems, not just a contractor answering calls.

We cover all area’s of I.T., from technical support to some very complex system to email migrations.

GLOBAL IT SUPPORT NETWORK

As we have moved to more a global cloud computing service provider, having a Global IT Support Network, that can assist with all your I.T. requirements, no matter the area of business or the location, became a critical part of vCloud’s future growth.

With I.T. support and management of your computer network and infrastructure being our objective and prime focus, maintaining your information system is not only important to us but also at the forefront of our business.

As much as we are everything cloud computing, we acknowledge that being a leader in support services is equally as important. We provide support services to any business no matter the size or geographical location around the world.

TAKING IT SUPPORT TO

NEW LEVELS

With so many ways we can do technical support, ie: phone, email or livechat, we still choose to do phone support. While other IT companies are trying to trim support by moving support over to email and livechat only … we rather pick up the phone and call customers to fix their support issues.

With four (4) different tiers of support:

Level 1 – Local Desktop Support Only
Level 2 – Virtual Desktop with access to server and hosting resources
Level 3 – Server Support with access to hosting and cloud networks
Level 4 – Access to engineers outside vCloud Support Team.

We will have a support engineer to work on your support issues, within your timezone, so you do need to worry about being up at different times, or be concerned about work outside your business hours. We will always be a phone call away if you need help.

EMBEDDED

TICKETING SYSTEM.

In the heart of vCloud Group team is a hidden team, the software and web development team. This team manages the smarts behind vCloud Group. When we came to look for a specialised ticketing system that could meet our requirements, we simply couldnt find one.

So like other software you find online … it meets the 80/20 rule. 80% does what you need and 20% you need to either put up with or find something else. So we developed our own.

To take this further, we are now developing this system to support multi MSP supported. It will be one ticketing platform for all support ticket and issue management. It will come with full integration to email, SMS and live notifications and whitelabeling.

This is a new feature of the vCloud Support Help Desk, and will be coming in quarter two of 2023 and will be customisable and able to be whitelabled.

WE DEDICATED

RESOURCES TO YOU.

As part of doing all your support work, we also allocate telephone and virtual desktop resources to your business.

Our VoIP phone system is globally based, we allocate you a telephone number you can forward support calls too. We make phone calls to call your clients back or follow up, they will see this dedicated number come up on their phone. We can setup your IVR in our system, so when your customers press one (1) for support on your phone system, after the call is forwarded, the same prompt plays on our phone system, making the integration and forwrding seamless.

All engineers that work on the vCloud Support Help Desk are allocated a virtual desktop. On this virtual desktop we setup a profile for just your company. All access to email, software, your RMM tool, password database, SharePoint and OneDrive folders are all configured in this profile.

You can even remote into this profile to assist us with customer issues.

AN ALL INCLUSIVE

HELP DESK SOLUTION.

With all our help desk services, all you pay is an hourly for Adhoc technical support or a fixed rate … and everything is included.

What you get:

  • access to our worldwide support team 24/7
  • access to all levels of support 1-4 (different rates may apply)
  • a dedicated VoIP number for us to make and receive calls
  • all calls answer with your company name, plus “Help Desk”
  • a dedicated profile on all our engineer’s virtual desktop
  • remote access to assist us, when there are trick issues to deal with a dedicated account manager to coordinate and liase with your team, and
    manage 2FA

You can hand over some, or all clients to us, we work with your team to fine-tune how you work with your clients to ensure the way you do things is done the same by us. Giving you the freedom to concentrate on building your business, while we take care of the everyday support issues.

WE BUILD AUTOMATION

IN YOUR RMM TOOL.

All RMM Tools are different, but they all do one thing in common. They are all great at monitoring management of your information systems for your customers. Our theory is, if we need to do something more than onec or twice, then we just automate it.

Part of what we do is automation, we add:

  • Scripted: Download and install via PowerShell
  • Auto Installs: Using Ninite and Chocolatey (whats supported by RMM tool)
  • Patch Management: Windows, macOS and Linux Updates
  • Run Commands: Execute tasks without connecting to the desktop

Being good at using these RMM tools is really one of our focus points. If we can build automation for you in the tools you pay for, in hindsight we are saving you money on what you need to spend with vCloud Support to do these tasks manually.

REMOTE MONITORING AND MANAGEMENT

SOFTWARE TOOLS WE USE

Testing and using RMM tools comes hand in hand with running a managed help desk. Using these tools for over 12 years we have worked on
all these RMM tools and more.

TESTIMONIALS

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tincidunt metus mauris, eget congue ipsum dictum at.

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris.
Belinda Potter
Belinda Potter, Operations Manager

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Emma Watson
Emma Watson, Emma Watson

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris.
Belinda Potter
Belinda Potter, Operations Manager

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Emma Watson
Emma Watson, Emma Watson

Check and create an appointment time, for us to discuss with you our cloud solutions.

CONTACT US

Want to organise your migration with vCloud?

Great! Simply fill out our online contact form below and one of our specialists will be in touch.

1800 VCLOUD (825683)
CALL NOW!