Through the support app installed on their computer. They start a live chat describing the problem, and the chat becomes a support ticket that our team works from.
Remote Support
Remote IT Support
for Perth Businesses
Get IT problems fixed without waiting for a site visit. Your staff start a live chat from the support app on their computer, it becomes a support ticket, and a PC Madness technician connects remotely to diagnose and fix the issue.
Why remote support matters
When a computer stops working properly, every minute your staff spend waiting for a site visit is time they're not working. Most everyday IT problems don't need anyone in the room: they need a technician who can see the screen and fix the issue.
PC Madness installs a support app on each of your computers. Your staff start a live chat from it, the chat becomes a support ticket, and one of our technicians connects to the device remotely through our RMM tools to diagnose and fix the problem, without a site visit.
"Integrated ticketing, live chat and secure remote access, so problems get fixed fast and every request leaves a record."
What remote IT support includes
Everything your team needs to get help quickly, from the first message to the fix.
Support app on every computer
A support app installed on each of your computers, so your staff always know where to go when something isn't working.
Live chat with our team
Staff start a live chat from the support app to describe the problem, right from their own computer.
Every chat becomes a ticket
Each live chat becomes a support ticket, giving you integrated ticketing and a full audit trail of support activity.
Secure remote access through RMM
Our technicians connect to the device through our enterprise-grade RMM tools, which also power patch management, so issues can be fixed without a site visit.
Quick Assist as a backup
If our main remote tool isn't available, we can connect with Microsoft Quick Assist, which is built into Windows, so your staff aren't left waiting.
Ticket analytics in your reports
Resolved support tickets are included in your weekly and monthly reports, so you can see how responsive our team has been.
How remote IT support works
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1.
Chat. A staff member opens the support app on their computer and starts a live chat describing the problem.
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2.
Ticket. The chat becomes a support ticket, so the request is logged and nothing gets lost.
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3.
Connect. A technician connects to the computer remotely through our RMM tools, or through Microsoft Quick Assist if the main tool isn't available.
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4.
Fix. The issue is diagnosed and fixed on screen, and the ticket records what was done.
Part of your managed IT and security
Remote support works alongside 24/7 monitoring, which catches many problems early, and the rest of your security stack: EDR / MDR endpoint protection, email security and patch management. Whether you're a small business with 1-10 users or an established team of 25-50, we manage it all from our Midland HQ.
Explore our full managed IT services for Perth businesses, or see how managed IT pricing works.
Common Questions
Remote IT Support FAQs
Through our enterprise-grade RMM (Remote Monitoring and Management) tools. If the main remote tool isn't available, we can use Microsoft Quick Assist, which is built into Windows.
Yes. Every live chat becomes a support ticket, giving you a full audit trail of support activity, and resolved tickets are included in your weekly and monthly reports.
Remote support means many issues can be fixed without a site visit. When a problem does need someone there, we provide on-site support across the Perth metropolitan area from our Midland HQ.
Yes. Remote support with integrated ticketing and live chat is one of the services in PC Madness managed IT. Every plan is quoted as a flat monthly fee after a free IT security audit.
Client Reviews
What Our Clients Say
Real reviews from businesses we've partnered with
Locally Owned & Operated
About PC Madness
Since 2005, PC Madness has been a leading Managed Service Provider (MSP) in Perth, delivering enterprise-grade IT solutions to small and medium-sized businesses. We exist to simplify technology, ensuring your systems are secure, efficient, and aligned with your business goals.
With a dedicated team of technicians based in Midland and mobile support across the Perth metropolitan area, we provide rapid response times and personalized service that big telcos can't match. Whether you need a full cybersecurity audit, Microsoft 365 migration, or reliable 24/7 monitoring, PC Madness is your local partner in technology.
Midland Store (HQ)
Service Areas:
Serving businesses in Perth CBD, Midland, Malaga, Wangara, Welshpool, Osborne Park, and surrounding suburbs. See all the areas we serve.
