Why remote support is usually the fastest fix
A huge share of day-to-day IT problems can be solved without anyone leaving their desk. Software glitches, settings that need changing, an email that won't send, a printer that's dropped offline, a program that needs installing — these are all things we can handle remotely, often in a single short session.
Because there's no travel involved, remote support is quick to start and easy to fit around your day. You stay in control the whole time, watching every step on your own screen.
"You call, we connect, the problem's fixed — usually before a technician could even reach the car park."
How a remote session works
We use Zoho Assist — a secure, trusted remote support platform — to connect to your device. The process is simple and stays under your control:
- Give us a call or start an enquiry and tell us what's going on.
- We send you a link or a short code to start the session.
- You approve the connection — nothing happens without your okay.
- We see your screen and work through the issue with you watching.
- When we're done, the connection closes and access ends.
Sessions are encrypted, and for one-off help our access ends the moment the session closes. You can end it yourself at any point.
How to join a remote session
Once you're on the phone with one of our technicians, head to the Zoho join page and enter the Session ID they give you along with your name. From there, follow the prompts to download and run the small helper app — and we'll be connected.
Join a remote session
Enter the Session ID from your technician, add your name, then follow the prompts.
- Click Join Session above to open join.zoho.com.au.
- Enter the Session ID provided by your technician and your name.
- Follow the prompts to download and run the helper app.
- Approve the connection — and we're in, with you watching the whole time.
What we can help with remotely
- General troubleshooting for software that's misbehaving.
- Email setup, sending/receiving problems and account sign-in issues.
- Installing, updating or configuring programs and apps.
- Printer, scanner and peripheral connection problems.
- Slow or unstable computers — clean-ups and basic optimisation.
- Settings, accounts and quick how-to guidance over a shared screen.
- Walking staff through a task step by step while they drive.
Optional unattended access
For businesses we support regularly, we can set up unattended access on agreed devices. That means we can connect to fix things even when no one is sitting at the machine — handy for after-hours work, servers, back-office computers or quick checks that shouldn't interrupt your day.
Unattended access is always opt-in and only set up on the devices you choose. It's there for convenience, not surveillance — and it can be removed whenever you ask.
Frequently asked questions
What software do you use for remote support?
We use Zoho Assist, a secure and widely trusted remote support platform. Connections are encrypted, and for one-off help the access ends as soon as the session closes.
Is remote support safe?
Yes. You approve every connection before it starts, you can see everything we do on your own screen, and you can end the session at any time. For one-off sessions we have no access once it closes.
Do I need to install anything?
Just a small, lightweight helper that runs the session. We'll guide you through it via a link or short code — it takes under a minute, and for one-off help it doesn't stay running afterwards.
Can you connect even when I'm not at the computer?
Only if you've asked us to set up unattended access on that device first. It's opt-in, limited to the machines you choose, and can be removed at any time. Otherwise, every session needs your approval to start.
What if the problem can't be fixed remotely?
If something needs hands-on attention, we'll arrange on-site support or ask you to bring the device into one of our stores for in-store support.
Can you help our staff remotely from anywhere?
Yes. As long as the device has an internet connection, we can support staff wherever they are — in the office, at home or on the road.