Step-by-Step Guide: The IT Support Scheduler from The HBP Group

How to Use our new IT Support Scheduler

At The HBP Group, we know that timing is everything when it comes to resolving IT issues. That’s why we’re making it easier than ever for you to get the support you need, at a time that suits you.

Our new IT Support Scheduler feature lets you book a 30-minute session directly with a technician for issues that require remote access or a bit more time to work through. No more frustrating back-and-forth emails or missed calls - just simple, predictable support that fits your day.

This feature is all about making life easier for you and your team, without changing how fast we jump on issues when they can be resolved quickly.

Step-by-Step Guide

1. Log Your IT Support Ticket

Getting started is as simple as ever. You can log an IT issue by:

• The support portal, or

• Sending an email to your usual IT support address

This creates a ticket in our system, just like it always has.

2. We’ll Assess Your Issue Right Away

Once your ticket is logged, a technician will review it as quickly as possible. If the issue looks like something we can solve on the spot — whether over the phone or via remote tools — we absolutely will.

✅ Our priority is always to fix things efficiently
✅ If it’s a quick job, we’ll handle it right away
✅ No need to book anything if we don’t need to

We’ve introduced this feature to help avoid delays, not create them. It’s designed for those trickier issues where we need to access your machine, ask a few more questions or spend more than a couple of minutes getting to the root of the problem. In those cases, scheduling a time avoids the “email tennis” of trying to find a mutually free moment - and gets you sorted faster.

3. You’ll Receive a Booking Link (When Appropriate)

If your issue needs more detailed attention or remote access, you’ll receive a Support Scheduler link via email.

This gives you the power to:

• Choose a 30-minute time slot that suits you

• See real-time technician availability

• Avoid any unnecessary delays

📝 Want to book a time even if we haven’t offered one?
No problem! If you’d prefer to schedule your support session rather than wait for a callback or email, just let us know - you can absolutely request a booking at any time. The feature is there to empower you, not limit your options.

4. Pick the Time That Works for You

Click the link to open the live calendar view — you'll see real-time availability and can choose a slot that fits into your day.

✅ Book in seconds
✅ No login required
✅ Availability is updated automatically to reflect availability

Once confirmed, the appointment will appear in your calendar (and ours) with all the details you need.

5. Get Confirmation & A Calendar Invite

After you book your session:

• You’ll receive a confirmation email right away

• A calendar invite will be sent with the session time, who you’ll be speaking to and how to connect

• The booking is instantly added to the assigned technician’s calendar

We make sure everything is aligned so you don’t need to chase or double-check anything. Just show up. We’ll be ready.

6. We’ll Contact You at the Agreed Time

At your scheduled time, a technician will reach out to you using your preferred method of contact.

During this 30-minute window, we’ll work with you to:

• Remotely access your machine if needed

• Discuss the issue and next steps

• Resolve the problem there and then, where possible

If more follow-up is required, we’ll explain clearly what happens next.

✅ You’re in control of when support happens
✅ We’re committed to punctual, professional service
✅ We’ll only take as much time as needed — no wasted minutes

When Will I Be Offered a Booking?

You may be offered an IT Support Scheduler link in the following situations:

• The issue requires remote desktop access

• We need to ask more in-depth questions

• The fix is likely to take longer than a quick call

• We’ve tried to reach you without success

• We want to avoid disrupting your day with an unplanned call

But remember: If your issue can be solved quickly, we’ll always try to do that right away. You’ll never be forced to wait just to follow a process.

Prefer to schedule a time even if it’s not offered? Just ask.
The IT Support Scheduler is there to give you more choice and flexibility, not take it away.

Why This Is a Win for You

✔️ No more email ping-pong
✔️ You pick a time that works for you
✔️ Clear expectations on when support will happen
✔️ More control over your schedule

Whether you're working from home, the office or on the go, you can now choose how and when you receive support, without sacrificing speed or quality.

Ready to Try It?

Next time you log a support ticket, keep an eye out for the IT Support Scheduler link — or request one directly if it suits your schedule better.

We’re here to help, and now we can do it even better, faster and with more flexibility. 

If you have questions about how to use this feature or feedback on your experience, please reach out to your Account Manager or our Support Team.