- Support
- Ticketing
- On site
- Remote
IT maintenance and support
Your workstations, printers and business software working every day — without you having to find out why they stopped.
A machine that takes four minutes to start, a printer that vanishes from the network, a business application that refuses to open on closing day: these are not serious incidents, they are frequent ones. Added up, they cost more than a spectacular breakdown, because nobody counts them.
We look after the estate day to day: diagnosis, repair, parts replacement, reinstallation, and above all fixing what has been dragging on for months. Remote support settles most cases the same day; when hands are needed on the machine, we come out.
The problems this actually solves
Five situations we keep meeting. They share one cause: an estate nobody maintains because everyone has something else to do.
The machine takes several minutes to start
Programs launching at startup, a full disk, two antivirus products fighting each other, a corrupted user profile. People get used to it and make coffee meanwhile. We measure the real cause before touching anything, then clean up — and if the mechanical disk is the bottleneck we say so, rather than billing an optimisation that will not last three weeks.
One breakdown blocks a person, then a whole department
The accountant's machine will not start the day before a deadline. With no fallback, the day is lost. We work remotely first, and we prepare in advance what makes a switch quick: a replicable user account, data already reachable elsewhere, a standby machine identified.
The shared printer works every other day
An address handed out dynamically, drivers installed machine by machine, a queue blocked by a ghost document. We fix the address, centralise the drivers and write down the procedure so the next jam clears without us.
The business application stopped opening after an update
Windows updates overnight and the management software does not follow. We identify the patch responsible, restore service, then review the update policy so it does not happen again unannounced.
Nobody knows what is in the estate
How many machines, on which version, with which licences, how old, under what warranty. Without that inventory every purchase is a gamble and every breakdown is an investigation. We build it and hand it to you.
What we build
Break-fix settles today's incident. A maintenance contract stops it coming back. A ticketing tool makes the whole thing visible. New hardware arrives installed and ready to use. Each can be ordered separately.
Break-fix
- Diagnosis of desktops and laptops, Windows and macOS
- Slowdowns, crashes and system errors resolved
- Removal of viruses, unwanted software and parasite toolbars
- Recovery of corrupted sessions and user profiles
- Full reinstallation with your data preserved
- Immediate remote support, with no software to install beforehand
Hardware and software
- Disk replacement, memory upgrade, battery and power supply changes
- Physical cleaning and thermal paste renewal on machines that run hot
- Installation and updating of business software
- Full migration to a new machine, profiles and accounts included
- Network printer and scanner configuration
- Estate inventory: machines, versions, licences, age, warranties
Contract and support desk
- Scheduled preventive visits with a written report
- Priority response on urgent requests
- Backup monitoring and restore verification
- System and application update tracking
- Support portal and ticketing — see the dedicated section below
- Periodic review of the estate and of replacements to plan
Hardware supply
- Desktops and laptops, screens, printers, UPS units and accessories
- Several costed options, chosen for how each workstation is really used
- Delivery, installation and setup on site
- Transfer of data, accounts and settings from the old machine
- Hardware added to the estate inventory, warranties tracked
- Full equipment for a new office or a new branch
IT support and ticket management
Ivory Coast Connect can put ticketing solutions in place to centralise support requests, track incidents, organise interventions and improve how user requests are handled.
What this solves
Requests arrive through five channels at once
WhatsApp, a call, email, and a word in the corridor. Nothing is recorded, two people sometimes handle the same thing, and one request in five is lost before anyone notices.
Nobody knows what is in progress
The user chases because they have no visibility. The technician spends their time answering “it is in hand”. A visible status on the portal removes both.
Urgent and important get confused
Without classification, a stationery request goes ahead of a stopped server simply because it arrived first. Priority management puts things back in order.
The same problem comes back every month
Without history, nobody sees that the same printer fails four times a quarter. Reporting shows what deserves a real fix rather than another repair.
What we build
Setting up
- A support portal your users can reach
- Ticket creation and tracking
- Incident classification by type and by department
- Priority and urgency management
- Ticket assignment to the right people
- Integration with email, depending on the chosen solution
- Asset management where the solution supports it
Running it
- Request status visible to the user
- Automatic notifications at every change of state
- Intervention history, by machine and by person
- A knowledge base for recurring requests
- Reporting: volume, response times, reasons
- Response-time tracking
- Identification of requests that keep coming back
Setting up structured support
A ticketing tool is useless if users keep calling in parallel. Putting it in place is as much an organisational question as a software one.
Who it is for
Organisations of ten people and more
Below that, the direct channel is plenty. Above it, requests start to get lost.
Multi-site organisations
The corridor conversation no longer exists: a shared channel is needed.
Organisations with an in-house technician
The tool protects their time and makes their work visible to management, with figures.
Providers and shared services
Traceability of requests by client or department, and proof of the work done.
Use cases
A user has an IT problem
They open a ticket from the portal or by plain email; the request is classified, assigned and tracked without them having to work out who to call.
A software installation request
A dedicated category, manager approval where required, and a written trace of the authorisation.
A machine failure
High priority, immediate assignment, and history attached to the machine concerned — useful the day you decide whether to replace it.
A network problem
Tickets reporting the same incident are grouped, so the cause is handled once and everyone is informed at the same time.
An email problem
Ticket creation by email no longer works: the portal and the phone take over, and the request still joins the queue.
Tracking an intervention
The user sees the state of their request and the expected date, without chasing anyone.
Recording internal requests
Volume by department, real response times, recurring reasons: enough to argue a budget with something other than an impression.
Good practice
- Write the priority and response-time rules before choosing the tool
- Keep the number of categories small: a long list is never used properly
- Allow ticket creation by plain email, otherwise users go around the system
- Make the portal the official channel, with no exception for management
- Restrict ticket access by department: they contain sensitive information
- Back up the ticket database — it is the history of your estate
- Review categories and response times after a few weeks of real use
A ticketing tool does not reduce the number of breakdowns: it makes visible what was already there, and that is often the first surprise. It only works if the portal becomes the official channel — a support desk where people keep calling in parallel produces twice the work. Depending on your size and budget we deploy solutions such as GLPI, Zammad, Freshdesk, Jira Service Management or ManageEngine ServiceDesk Plus. We are not an official partner of any of these vendors.
How a project runs
A maintenance job always follows the same path, from the report to the written trace.
What we do before touching your data
A badly prepared repair turns a breakdown into a loss. These precautions are not optional and are not billed separately.
- User data copied before any reinstallation or disk replacement
- The copy is verified as readable — a backup never tested is not a backup
- Remote access only with your explicit agreement, session visible on screen
- No password kept after the job
- Replaced disks wiped or returned, your choice, never discarded as they are
- Written report: what was done, on which machine, when
If a job carries a real risk to your data — a failing disk, a corrupted system — we tell you before we start, and you decide.
Who it is for
One-off repairs suit everyone. A maintenance contract pays for itself the moment a breakdown costs a working day.
Small businesses and companies
Five to fifty machines: the size at which IT starts to weigh without justifying a technician on site.
Shops and retail
Till, payment terminal, back-office machine. A breakdown turns straight into lost revenue.
Firms and practices
Client files, specialised software, retention obligations.
Freelancers and individuals
One machine, but it is the only one. Per-job repairs, no commitment.
Real use cases
Five real requests, and what we do with them.
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Your request:
“My computer has become very slow”
Ivory Coast Connect
We measure startup time, disk usage and startup processes. Clean-up, removal of duplicates, and an SSD in place of the mechanical disk when that is the culprit.
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Your request:
“Windows will not start at all”
Ivory Coast Connect
Boot from external media, data extracted first, then repair or reinstallation depending on the state of the system.
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Your request:
“The invoicing software refuses to open”
Ivory Coast Connect
We identify the missing component or the patch responsible, restore service, then review the update policy.
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Your request:
“The disk is making an unusual noise”
Ivory Coast Connect
Immediate SMART reading, emergency backup before anything else, then replacement and restore.
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Your request:
“I have a new PC to set up”
Ivory Coast Connect
Transfer of data, profiles, mail accounts and software, full update, and the old machine handed back wiped.
Why give us this work
Nothing unverifiable: no years in business, no client count, no certification. Only the way we work.
One contact for everything
Workstations, printers, network and email are all with us. No more being passed between suppliers when the cause sits on the boundary.
Remote first
Most software incidents are settled the same day without a call-out. You do not pay travel for a five-minute fix.
What is done is written down
Every job leaves a report. After a few months you know what your estate actually costs you.
Our other services
One point of contact for all of your IT.
A machine down, a printer gone quiet?
Describe the fault in two lines. Remote diagnosis the same day, free quote for anything beyond that.