HelpDesk

24/7 Technical Support for Computer Users

Home Page » Managed IT Services » HelpDesk

A Service-First Company

At T.O.M, quality service is at the heart of everything we do. Whether it’s user support, rapid response, professionalism, or understanding client needs, we believe these are the foundations of success and long-term trust.

Providing Technical Support for All Users

Our support center delivers fast, efficient, and professional solutions for a wide range of IT issues. We offer personalized assistance, proactive responses, and full documentation of service requests to ensure seamless operations.

Expert Team for Fast and Professional IT Issue Resolution

Our team of skilled professionals specializes in technology, delivering accurate and efficient solutions tailored to your organization’s needs.

Our Services Include:

24/7 Monitoring and Support
Assistance with IT issues, including hardware and software.
Management and documentation of all service requests.

Support Methods:

Remote access.
Phone support.
On-site assistance, when necessary.

HelpDesk Services:

Technical Support: Comprehensive assistance for computing, communication, and backup systems.
Advanced Cyber Solutions: Protection against cyber threats and ensuring data security.
End-User Support: Comprehensive support for both office-based and remote users.

With T.O.M, Your Organization’s IT Services Are Managed at the Highest Level, Ensuring Professional Hands at Work.

The First Step Starts Here

Professionalism

Our primary asset lies in our human capital, delivering real-time solutions on-site. Therefore, our IT technicians undergo continuous training and certification to ensure top-quality service.

Quality Assurance and Reliability

We implement high-standard quality processes that include clear procedures, documented monitoring, extensive control systems, and thorough inspections.

Availability and Teamwork

We understand the importance of maintaining the continuous operation of our clients' computer systems. Our team ensures full availability to support you whenever needed.

Integrity and Reliability

Integrity and reliability are our guiding principles, serving as a solid foundation for productive and successful collaboration.

Data Protection

T.O.M is committed to maintaining the confidentiality of information and utilizing advanced technological means to safeguard the assets of the organization and, of course, all its clients.

Why Choose T.O.M as Your Organization’s HelpDesk?

T.O.M: A Dedicated Team Ready for Any Challenge

At T.O.M, multiple skilled and experienced teams are equipped to handle any relevant issue, no matter how complex. Our workforce includes technicians, engineers, high-tech professionals, and technical support staff, all working in shifts around the clock, 365 days a year—including weekends and holidays.

By employing professionals on rotating shifts, we eliminate the common frustration of urgent service requests going unanswered due to unavailability.

With T.O.M, this simply doesn’t happen.
Our technical support staff is always on duty, fully committed to providing real-time assistance whenever needed. Strategically located across the country, they are ready to arrive promptly at any site in Israel or provide remote support via phone, video call, or remote access—even to clients abroad.

With T.O.M, your organization is guaranteed professional, reliable, and timely IT support, no matter when or where you need it.

Examples of Common Tier 1 User Requests

Email:

Resolving account login issues.
Setting up email accounts and clients.
Synchronizing email across devices.
Configuring automatic replies (vacation, reserve duty, etc.).
Handling spam and email security (two-factor authentication).

Passwords:

Resetting passwords and restoring access.
Unlocking accounts blocked due to errors.
Guidance on using multi-factor authentication.

VPN:

Assistance with VPN connection setup.
Troubleshooting connection and compatibility issues.

Printing/Scanning:

Configuring printers and scanners.
Resolving printing issues (paper jams, errors).
Installing necessary drivers.

Permission Management:

Assisting with access to files and folders.
Resolving permission-related issues.
Processing requests for group and permission management.

Email Signatures:

Creating, editing, and managing email signatures.
Resolving design issues with signatures (fonts, images, links).

Licensing and Software Issues:

Addressing software licensing and activation errors.
Handling renewal or registration problems for licenses.

Data Backup and Recovery:

Resolving backup issues and locating lost files.
Recovering data from backup systems or external drives (per available client solutions).

Operating System Errors:

Addressing system crashes (Windows, macOS, Linux).
Resolving installation and update issues.
Restoring systems and fixing stability problems.

Cloud Services:

Assistance with OneDrive, Google Workspace, and SharePoint access.
Resolving file synchronization and sharing issues.
Managing user permissions in cloud environments.

Mobile Device Support:

Configuring devices for business use (email, calendar, contacts).
Resolving synchronization and app issues.
Supporting remote access to business resources.

Basic Network Issues:

Troubleshooting wireless or wired network connections.
Basic router configuration and internal connection support.

Summary:

These represent the most common issues for business users. Tier 1 support provides fast and focused solutions for all user needs.

Contact us for professional and efficient support!

How Does It Work?

Global Support

Some of our clients benefit from global technical support through a monthly subscription. For others, this service is part of a comprehensive package that includes installation and management of all technological systems.

Hour Bank

Other clients prefer flexibility without a fixed monthly fee. They purchase a “Support Hour Bank” and consume support hours as needed, in the scope, quantity, and timing that suit them.

On-Site Solutions

Boots on the Ground – When on-site presence is required, our dedicated mobile teams are ready to handle any task or challenge with professionalism and efficiency.

Escalation to Experts

For issues or services that go beyond the knowledge or authority of Tier 1 support staff, our advanced Expert Support Team is available. This professional and highly skilled team handles even the most complex cases, ensuring comprehensive solutions for all client needs.