Helpdesk Support
When your accountant can't open QuickBooks or your sales director's laptop won't connect to the VPN before a big presentation, they need help now — not in 4 hours when a ticket is assigned. RUB provides direct-access helpdesk support with senior technicians, sub-15-minute first response, and actual resolution — not just acknowledgement. Available by phone, WhatsApp and remote session.
Your employees call or WhatsApp our helpdesk number. A senior technician answers, understands the problem, and connects remotely to their computer within minutes. No first-level scripts, no tier-1 gatekeeping. If the problem needs an on-site visit, we schedule it the same day or next morning depending on urgency.
Windows and macOS computers, Microsoft 365, email, printers, VPN, mobile devices, business applications (accounting software, ERP systems, CRM), connectivity issues, password resets, new user setup, hardware failures, virus removal, performance problems — anything your team runs into day-to-day.
Not all problems are equal. A director who can't access email before a board meeting is higher priority than a printer that's offline. Our ticketing system categorises issues by impact and urgency, and SLA response times are tiered accordingly. Critical issues get immediate response. Minor issues are queued and resolved same-day.
Every ticket is logged, categorised, timed and closed. Monthly reports show you ticket volumes, response times, resolution times, most common issue types and repeat problems. Repeat issues point to systemic problems — we proactively address root causes rather than closing the same ticket every week.
What are your support hours?
Standard helpdesk runs Sunday–Thursday 8am–7pm, Friday 8am–2pm. 24/7 on-call is available for critical incidents on managed service plans.
How do employees contact you?
By phone, WhatsApp or email. Most clients use WhatsApp as the default because it's fast and familiar. We also deploy a self-service portal if you prefer tickets.
Can you support employees at home?
Yes. Remote support works from anywhere. For home office setups, network issues or hardware problems we can visit.
Do you replace hardware?
We procure and configure replacement hardware as needed. Laptops, desktops, monitors, peripherals — we supply, set up and deliver.