The Helpdesk at Harry Shaw Business Computers is manned by Microsoft Certified Engineers rather than telephone receptionists. If your query cannot be dealt with immediately then it will be logged and addressed in a number of ways, whether by remote access or personal visit as appropriate. Harry Shaw has the team to deal with problems as they occur and does not use remote solutions to hide a shortfall in qualified engineers.
Whoever you see from Harry Shaw's technical team will have completed appropriate training and is certified by Microsoft or other leading providers such as Draytek, Daisy, etc. Many providers are 'working towards' qualified engineers. Will they ever get there? Harry Shaw already has.
You can contact the help desk on 024 7645 5444, don't forget to have your remote support ID and Password ready!