Services

Helpdesk and IT support: a flat fee, not a ticket counter

First and second line, four channels to ask us for help, an AI assistant that resolves recurring workstation problems on its own, and everything tracked as tickets. You pay a fixed fee: calling costs no more.

Talk to us 02 9609324

How it works

From the request to the close, with a record of what was done

First line

Takes the request and closes straight away whatever can be closed straight away: passwords, printers, mail, permissions, programs that will not start. Most calls end here, in minutes.

Second line

When the problem is in the infrastructure — servers, network, identity, backup — the request goes to the people who designed that infrastructure. Without explaining everything again to another supplier.

AI assistant

For recurring workstation problems an AI-based assistant guides the user step by step and resolves most cases on its own, without waiting for anybody.

Ticketing system

Every request becomes a ticket with a history: who opened it, what was done, when it was closed. Nothing gets lost in chats or personal inboxes, and at the end of the year you really know what happened.

Managed PC estate

Inventory, operating system and application updates, software distribution and machine health monitoring, using a management tool we developed ourselves.

Four ways to reach us

Phone, email, Teams and WhatsApp. You use whatever is in your hand at that moment: the request enters the ticketing system whichever channel it arrives on.

Why a flat fee, and not per ticket

When support is paid per job, the supplier’s interests and the client’s point in opposite directions: whoever bills per ticket has an interest in there being tickets, not that the problem disappears at the root. And on the other side people avoid calling so as not to spend, until the small thing becomes downtime.

With a fixed fee the opposite happens. It suits us if you call less, so it suits us to fix causes instead of patching symptoms: update the software that keeps crashing, replace the disk that is giving warnings, redo the configuration that was rushed two years ago. And it suits you to call immediately, even about a printer, because it makes no difference to the bill.

On top of that the cost becomes predictable: one line in the budget, not a variable that depends on how the month went.

The AI assistant

A good share of the requests that reach a helpdesk are the same every week: an expired password, a printer that will not respond, a mailbox that will not sync, a program to reinstall. Known problems, with known answers.

For these we put an AI-based assistant in front: it guides the user step by step in their own language and resolves most workstation cases on its own. Whoever has the problem fixes it straight away instead of waiting their turn; and when the assistant is not enough, the ticket it opens already contains everything that was tried.

The PC estate under control

We manage workstations with software we developed ourselves: an up-to-date inventory of machines, licences and configurations, operating system and application updates rolled out under control, software installed remotely without going desk to desk.

The benefit is not our convenience: it is that an up-to-date, known estate generates far fewer calls, and when a call does come in we already know how that machine is set up.

Hardware under warranty: we handle it

Authorised HP and Dell resellers, with a direct channel for support and warranties

When a laptop breaks the usual merry-go-round starts: call the manufacturer’s hotline, explain the problem to somebody who does not know you, ship the machine, wait. With us you skip all that: we are authorised HP and Dell resellers, we are authorised to carry out repairs and we have a direct channel to open and follow support and warranty cases.

One point of contact

We open the case, we follow it and we tell you where it stands. You never speak to a call centre and never repeat yourself twice.

Authorised repairs

We carry out many repairs ourselves, without shipping the machine: the warranty stays valid and the turnaround is far shorter.

Before you buy, too

As resellers we tell you which configuration makes sense for your work and which warranty extension is genuinely worth it, rather than the one that pays us best.

Frequently asked questions

Pay-per-call means you only call when the problem is already big, and meanwhile the small things pile up. With a flat fee you call straight away, even for something trivial: which is exactly what we want, because trivia fixed in two minutes are the breakdowns that will never happen.

The fee covers all IT support work: users’ day-to-day requests, managing and updating workstations, maintaining what you already have and the time it takes to work out what is wrong. With no call counter. What stays outside is the work that is not support but project: new installations, rollouts, migrations, opening a new office, adopting a new business system, and of course supplying hardware and licences. Those are quoted separately, because they have a beginning, an end and a cost that depends on what has to be done. The rule of thumb is simple: if it keeps what you already have working, it is in the fee; if it adds something that was not there before, it is a project.

Straight away. The first answer is immediate: the AI assistant takes the request the moment it arrives, at any hour, guides the user and in most cases closes it there. When that is not enough, the problem is already open, tracked and carries everything that was tried: it is then escalated to ObiCon’s engineers, who start ahead instead of from scratch. The practical difference is that nobody waits to be heard: any waiting there is concerns only the part that genuinely needs a person.

No, it takes the repetitive requests off them. If the assistant resolves it, the user is already working without waiting; if it does not, it opens the ticket with what was already tried inside, and whoever picks it up starts ahead. The result is that people work on real problems instead of forgotten passwords.

It is the channel people actually use when they are in a hurry, and ignoring it just means requests land on somebody’s personal phone. Better to govern it: messages enter the ticketing system like everything else, so they stay tracked and do not depend on who saw the notification.

Us. We are authorised HP and Dell resellers, authorised to carry out repairs, and we have a direct channel with the manufacturers to open and follow cases: we open the case, where possible we repair it ourselves without shipping the machine, and we keep you updated. The main difference for you: nobody bounces you to a hotline.