Helpdesk & Support
IT Support & Helpdesk
Fast, friendly help when technology gets in the way. Our Auckland and Hamilton teams resolve issues remotely or on-site, so your people can get back to work.
- Remote and on-site support
- 24/7 cover for managed clients
- Fast, prioritised response
- Auckland & Hamilton support teams
Solution Squad's IT support and helpdesk service gives Auckland and New Zealand businesses a single point of contact for every technical problem — from a frozen laptop to a network outage — with remote and on-site help from our East Tāmaki team. Support is tailored to how your organisation actually works, and managed clients get 24/7 cover, so help is there whenever you need it.
What's Included
What we deliver
24/7 Helpdesk Support
Round-the-clock assistance for managed clients. Our IT professionals respond promptly and work your issue through to resolution.
Remote Desktop Support
Using secure remote access tools, we troubleshoot and fix desktops, laptops, and other devices without an on-site visit — minimising downtime and disruption.
Hardware & Software Support
Hardware faults, software glitches, compatibility issues — our team diagnoses and resolves a wide range of technical problems quickly.
Email & Communication Support
We keep your email and communication systems running: troubleshooting delivery issues, configuring email clients, and resolving connectivity problems.
Network Support
Network troubleshooting, configuration, and optimisation so your business has stable, secure connectivity day in, day out.
Security Assistance
From antivirus installation to security incident response, we help protect your data and assets from cyber threats.
Helpdesk support that keeps your business moving
When something breaks, your team shouldn't have to guess who to call. Our helpdesk gives your whole business one place to go for every technical problem — no chasing vendors, no waiting on a callback that never comes.
Most issues are resolved remotely through secure remote access tools, which means faster fixes and less disruption to your day. When a problem needs hands-on attention, we escalate it and come to you. We're based in East Tāmaki, Auckland, with a second office in Hamilton, and we've been supporting New Zealand businesses since 2019. If you'd rather bundle helpdesk with proactive monitoring, maintenance, and 24/7 cover, our managed IT services wrap it all into one plan.
Why businesses choose Solution Squad
Expertise. Our team is made up of experienced IT professionals with deep knowledge across a wide range of technologies and systems. As a Microsoft Partner & Cloud Solution Provider and a One NZ Partner, we support the platforms New Zealand businesses rely on every day.
Reliability. We prioritise quick response times and effective fixes, so downtime stays short and your business keeps running.
Tailored support. We take the time to understand your requirements and shape our support around your business objectives — not a one-size-fits-all script.
Proactive approach. We don't just react to problems. We monitor your IT environment to spot and address potential issues before they escalate into downtime, and our cyber security services add protection against the threats monitoring alone can't stop.
Getting help is simple
You can reach the helpdesk by phone, email, or through our online ticketing system — whichever suits you in the moment. Every request is prioritised by severity and business impact, so critical issues that affect productivity or security get immediate attention. Complex faults that need deeper investigation are escalated to our technical support specialists rather than left to linger.
We also offer user training and guidance, helping your staff get more from the systems and tools they use every day. Confident users log fewer tickets — and get more done.
Our Approach
How we deliver IT Support
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1
Log your issue
Call, email, or raise a ticket. Tell us what's happening and how it's affecting your work.
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2
We triage and prioritise
Every request is assessed by severity and business impact. Critical issues get immediate attention.
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3
Remote resolution
Most problems are fixed through secure remote access, often without interrupting your day.
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4
On-site if needed
If a fix needs hands-on work, we escalate it and coordinate a visit from our Auckland team.
FAQs
Frequently asked questions
What kind of technical issues can your IT helpdesk assist with?
Our IT helpdesk covers almost anything that gets in the way of your work: hardware faults, software glitches, network connectivity problems, email and Microsoft 365 configuration, software installation, printing issues, and security concerns such as suspected phishing or malware. If it plugs in or logs on, the helpdesk team can troubleshoot it — and escalate anything needing specialist attention.
How quickly can I expect a response from the helpdesk?
Helpdesk response times depend on the severity of the issue and the support plan your business has with Solution Squad. Urgent problems that stop people working are picked up first — we aim to respond within minutes — while non-urgent requests are typically answered within a few hours. Every ticket is triaged by business impact, so nothing sits unseen in a queue.
Do you offer after-hours IT support?
Yes. Managed support clients receive 24/7 cover, so emergencies and critical faults are handled outside our standard Monday to Friday, 8:30am–5:30pm office hours. If your business regularly needs help in the evenings or over weekends, a managed support plan is the simplest way to secure round-the-clock cover from our team. Call 0800 900 777 to talk it through.
Can you fix problems remotely?
In most cases, yes. Solution Squad's helpdesk uses secure remote access tools to troubleshoot and resolve issues on your desktops, laptops, and servers without an on-site visit, which saves time and keeps disruption to a minimum. If a problem does need hands-on work, we escalate it and coordinate a visit from our Auckland team.
How do you prioritise support requests?
Support requests are prioritised by severity and business impact. Critical issues that affect productivity or security — an outage, a suspected breach, a system your whole team depends on — receive immediate attention. Lower-priority requests are scheduled and resolved in a timely manner, and we keep you informed of progress so you always know where your ticket stands.
What happens if my issue can't be resolved remotely?
If an issue can't be resolved remotely, we escalate it and coordinate an on-site visit from our nearest office — East Tāmaki in Auckland or Victoria Street in Hamilton. Hardware replacements, cabling faults, and some network problems simply need hands-on work. Either way, we stay on the problem until it's resolved to your satisfaction — the ticket isn't closed until you're back up and running.
Do you offer training for our staff?
Yes. Solution Squad runs user training sessions and provides everyday guidance so your team can get the most from the systems and tools they rely on — from Microsoft 365 basics to safe email habits. Confident, well-equipped users log fewer support tickets, recover faster from minor hiccups, and work more productively as a result.
How do I contact the helpdesk?
You can call the helpdesk on 0800 900 777 or 09 302 7771, email support@solutionsquad.co.nz, or log a request through our online ticketing system — whichever suits you in the moment. Office hours are Monday to Friday, 8:30am–5:30pm, and managed clients have 24/7 cover. Whichever channel you choose, a real person picks it up.
Local to You
IT Support, delivered locally
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Ready to talk about IT support?
Book a free, no-obligation consultation — we'll review your setup and give you clear, practical recommendations.
Free Consultation
Talk to an IT specialist — free, no obligation
Whether you need day-to-day support, a cloud migration, better security or faster internet, it starts with a conversation. We'll listen, review your current setup and give you practical recommendations you can act on.
- Response within one business day
- Plain-English advice, no jargon
- Clear written proposal before anything goes ahead
Prefer the phone?
0800 900 777