Scheduled Onsite IT Support
Regular Hands-On Time in Your Office
Some IT work is easier in person. Scheduled Onsite IT Support puts a Pulsar IT engineer in your office on agreed days each month, for desk-side help, planned work and face-to-face advice.
What is Scheduled Onsite IT Support?
Scheduled Onsite IT Support gives you planned days with a Pulsar IT engineer at your premises, on a regular pattern agreed with you, such as one day a week or a set number of days each month.
Those days are used for work that benefits from someone being there in person: desk-side help, setting up equipment, tidying network cabinets, project tasks and sitting down with managers to plan ahead. Everyday support requests carry on through the helpdesk in your support plan.
You choose the level of engineer: an IT engineer for hands-on support and set-up work, or a senior engineer or IT lead when you also want planning, advice and oversight of projects.
Key benefits
- A familiar engineer who gets to know your office and team
- Desk-side help for staff who prefer face-to-face support
- Time for hands-on jobs that are hard to do remotely
- A planned slot for smaller projects and improvements
- A choice of engineer level to match the work
How does it work?
Onsite days are booked in advance on an agreed pattern. Between visits, we gather the jobs that need someone on site, so each day is used well.
Agree the pattern
We agree how many days you need each month, which days suit you, which sites are covered and the level of engineer.
Plan each visit
Before each visit we put together a task list from your support tickets, planned work and anything your team has asked for.
Work on site
The engineer works through the plan, helps staff at their desks and records the work done against your support tickets.
Review
We summarise what was completed and what is carried forward, and review the pattern with you as your needs change.
What an onsite day can cover
- Desk-side help with laptops, desktops, printers and peripherals
- Setting up equipment for new starters and collecting leavers' devices
- Checks on meeting room and display equipment
- Tidying, labelling and physical checks of network cabinets
- Installing or swapping switches, access points and other equipment supplied for your site
- Hands-on project tasks, such as rolling out new laptops
- Equipment stock checks and updates to your asset records
- Short how-to sessions for staff on everyday tools
- IT planning meetings with managers, when a senior engineer or IT lead attends
Choosing the engineer level
IT engineer
Best for hands-on work: desk-side support, equipment set-up, starters and leavers, and routine onsite checks.
Senior engineer / IT lead
Adds experience for more complex technical work, planning sessions with management, oversight of projects and guidance on where your IT should go next.
Problems solved
Small jobs that keep getting put off
A loose cable, a temperamental meeting room screen, a spare laptop to set up. A regular onsite day gives these jobs a slot.
Staff who struggle with remote support
Some people find remote sessions hard to follow. Help at their desk is often quicker and less stressful for them.
Physical work that needs someone there
Replacing equipment, checking cabinets and moving desks needs hands on site.
No time to plan ahead
Without regular conversations, IT decisions get made in a rush. Planned time with a senior engineer helps you think ahead.
What's included
Included as standard
- Onsite days at your premises on the agreed pattern
- An engineer at the level you choose
- Visit planning based on your tickets and requests
- Desk-side support and hands-on work within the agreed scope
- Work recorded against your support tickets
Optional or scoped
Available on request and confirmed in your proposal; not part of the standard service.
- Extra days on top of your regular pattern, subject to engineer availability
- Visits to additional sites
- Onsite work outside business hours, such as weekend installations
- Larger pieces of work, scoped separately through IT Projects & Migrations
What's not included
- Emergency or same-day call-outs; scheduled days are planned visits, not an emergency response
- Hardware, parts and software licences
- Larger projects, which are scoped and quoted separately
- Your support plan, which is priced separately per device
Onsite days are booked in advance. We don't promise attendance at short notice, and moving a booked day depends on engineer availability.
Some tasks planned for a visit may need to be carried forward, for example if a job turns out to be bigger than expected or parts haven't arrived.
Who it's suitable for
- Offices with staff who value face-to-face support
- Businesses with regular hands-on work, such as starters, leavers and equipment changes
- Organisations without an IT person on site
- Companies with in-house IT that want a senior engineer for planning and guidance
- Businesses with several offices that want each one visited on a regular cycle
Pricing
This service is tailored to your business, so we confirm the price after a short conversation about your requirements. There is no charge for the conversation.
Use the quote builder to add Scheduled Onsite IT Support to an indicative quote, or book a free security review and we'll recommend what fits.
Price
On Application
What affects the price
- Number of days per month
- Engineer level: IT engineer, or senior engineer / IT lead
- Number and location of sites
- Type of work planned for visits
- Visit pattern and preferred days
All prices exclude VAT.
Add to Your QuoteFrequently asked questions
Can we call an engineer out in an emergency?
Scheduled onsite days are planned visits rather than an emergency service. If something urgent happens, report it through your normal support route. Whether someone can attend outside your scheduled days, and any cost, depends on availability and your agreement.
Do we need a support plan as well?
Onsite days are designed as an add-on to a support plan and are scoped separately from it, so everyday issues are handled through the helpdesk between visits. See Managed IT Support. If you're interested in onsite days on their own, talk to us.
Will it be the same engineer each time?
We aim to send a consistent engineer so they get to know your office and your team, but this depends on availability, holidays and the skills a particular visit needs.
What if there isn't enough to fill a day?
We plan each visit in advance, and quieter days can go on preventive work such as asset checks, cabinet tidying, documentation or staff how-to sessions. If the pattern is more than you need, we'll review it with you.
Can we change the number of days later?
Yes, the pattern can be reviewed as your business changes. Notice periods and contract terms are confirmed in your proposal.
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