Remote Support
Start a secure remote-support session
Remote access is available when an MSP247 engineer has confirmed your support request. Start by submitting a helpdesk ticket so we can review the issue and tell you when to open the temporary support client.
Standard support hours are Monday to Friday, 08:00–17:30. Customers with an agreed out-of-hours service should use their usual emergency support route.
Download the remote-support client
The secure download page detects your device and provides the appropriate client for Windows or macOS. On a Mac, it will offer the correct Intel or Apple silicon version.
Please only download and run the client after an MSP247 engineer has acknowledged your ticket and asked you to begin a session.
Before you download
- Make sure your helpdesk ticket has been acknowledged.
- Never accept an unexpected remote-access request.
- Do not share passwords, MFA codes or banking details.
- You remain in control and can see the session while we work.
How remote support works
- Submit a helpdesk ticket. Tell us what is happening, which device is affected and how best to contact you.
- We confirm the next step. An MSP247 engineer reviews the request and lets you know whether a remote session is appropriate.
- Download the temporary client. Use the button above when asked. The portal provides the correct Windows or Mac download for your device.
- Stay in control. You can see the session while the engineer investigates. The temporary client closes when the work is complete.
- Confirm the outcome. We explain what was changed and record any follow-up action on your ticket.
Keeping your session safe
MSP247 will not contact you unexpectedly and demand remote access. If a caller claims to represent MSP247, Microsoft, Apple, your bank or another organisation and you were not expecting the call, end the conversation and submit a ticket through this website. Never disclose a password, multi-factor authentication code or banking information during a support session.
Devices we support
Remote support is designed primarily for managed Windows and macOS computers. We can also guide users with iPhone, iPad, Chromebook and other supported business devices where the issue can be handled safely. Hardware, cabling, Wi-Fi and physical site-security faults may require an arranged on-site visit.
Remote access is one part of our wider managed IT support service for organisations across Yorkshire. New customers who need ongoing support can contact our team to discuss their users, devices, sites and response requirements.