iTeam Helpdesk – Obtaining Support

If you are an existing client, below are the best ways to contact us depending on the urgency of your request:

  1. For urgent problems – e.g. no internet or access to your computer – call: 0117 944 4949 (Option 1)
  2. For non-urgent problems or to request additional services – use the ITSP Taskbar app installed on your computer. This is the easiest and quickest way to obtain help and speeds up our processing of your request:
    1. From your taskbar select the green IT button:
      iTeam ITSP Taskbar icon
      (If it’s not visible click the show hidden icons arrow ^ next to the notification area)
    2. From the Support section click on ‘New Ticket’
      iTeam ITSP NewTicket screenshot
    3. Follow the prompts to add details of the type of issue and other information (you can add files and even screenshots to your request)
    4. You will receive an email confirmation of your request.
  3. Otherwise, you can still call us on 0117 944 4949 option 1 or email us at help@iteam.co.uk – you will receive email confirmation that a helpdesk ticket has been generated for you.

If calling or emailing we will need the following information from you:

  1. Your name
  2. Your company name
  3. The iTag number of the machine you are using

Remote support

If you are working with a support representative on an open case they may require access to your computer. iTeam use ‘Splashtop’ to securely remote connect to your PC

Other Technical Support Teams

If you’ve been asked to contact one of our other teams they are available as follows:

Implementation Team 0117 944 4949 Option 2

Managed Services Team 0117 944 4949 Option 3

Media Team 0117 944 4949 Option 4

Remote Support Setup

Setting up remote support – Windows

Download Splashtop

1

Once the download starts a popup will appear in the top-right of your browser window with the download status

2

Once the download completes, double click the file to open the ‘Splashtop’ application.

3

Wait for the ‘Splashtop’ application to finish loading

4

Once the application has loaded, share the support PIN with us.

Setting up remote support – Apple Mac

Download Splashtop

1

Your browser should then begin downloading the application.

2

Locate the SplashtopSOS.dmg in your downloads folder under Finder or from the Dock.

3

Double click within finder or single click the SpashtopSOS.dmg file to open the ‘Splashtop’ application and wait for it to finish loading.

4

Once the application has loaded, share the support PIN with us.

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