EuroHelpDesk in Gateshead aims to provide a cost-effective answer to the IT issues faced by SMEs with five or more computers and a server-based network. The company is based on a pay-as-you-go system, and has developed bespoke software for a web-based portal that allows businesses to control how much IT support they receive. EuroHelpDesk managing director Nigel Groser said: “There are many SMEs in the region that cannot justify a full-time IT manager or having a retained consultant on a long-term contract. “However, they do need to be able to call for help when required and to have an engineer they can trust to carry out the repair, upgrade or install new equipment.” Nigel, who has 10 years’ experience in IT management and worked at Sunderland University’s Centre for Electronic Commerce, said EuroHelpDesk had worked with GreyRidge Software in Newcastle to develop the portal which is at the heart of the service. He said: “It puts businesses in control by giving them an online account which they manage. Through the portal, they can book their engineer, log the time he arrives and leaves, manage their budget and, importantly, see the standard timescale for the task being carried out. “It means there is no advantage to an engineer making a job last longer to get paid more. This level of transparency makes us unusual, as well as the fact that there is no additional charge for call out or travelling time and we have 24/7 telephone support. “We aim to combine the personal service of a small contractor but with the back-up and customer relationship management of a larger business. “We believe it has enormous potential in the region and we project being national within two years. We chose the name because we plan to grow through franchising and EuroHelpdesk represents ultimately what we are aiming for.” The company has attracted private investors to get established at its base on Swan Street in Gateshead. EuroHelpDesk is also developing a disaster recovery service called EuroLifeline, which will support SMEs that have suffered a fire or major burglary by setting up key members of staff with computers within 24 hours. | 
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