Get Support

Need help? We're here for you

Existing clients can log a support ticket by phone or email. Our helpdesk is open 9:00 to 5:30, Monday to Friday, and fixes most problems at the first point of contact, often by connecting securely to your computer.

Call us

01743 343411

Best for urgent problems. Have your username, password and computer name to hand.

Email us

[email protected]

Describe the problem and we'll log a ticket and come back to you.

Remote support

Start a remote session

When an engineer asks you to, open our secure ScreenConnect page so they can connect to your computer and fix the problem. Open remote support →

What happens next

How we handle your ticket

1. Ticket logged. Your request is logged in our system and assigned to an engineer.

2. Confirmation. You receive an email with your reference number and the details of your request.

3. First-line support. An engineer contacts you by phone or email and usually connects securely to your computer using ScreenConnect.

4. Resolution. Over 90% of issues are fixed here. If not, a second-line engineer takes over with more advanced tools.

An Information Solutions team member working on a laptop in the Shrewsbury office

Real support

Help from people who know your systems

When you call or email, you'll reach an engineer in our Shrewsbury office who understands your setup. Using secure remote access, most problems are fixed while you're still on the phone, so you can get back to work quickly.

Good practice

Staying secure, and escalating if you need to

Strong, unique passwords

Use a unique, complex password for every system and never share your login details. Avoid common choices like Password1234 or football teams.

Lost a device?

If a device is lost or you think an account may have been compromised, tell us immediately. If you're unsure, we'll check and give you peace of mind.

Need to escalate?

If an issue hasn't been resolved, contact Chris Hills at [email protected]. For business-critical matters, contact Pete White at [email protected].

Useful links

New starter?

Setting up a new member of staff? Let us know their details in advance so their account and devices are ready for day one.

New employee request form