RemoteAdmin,BusinessSupport&ITHelpdeskServices
Raymond Gray provides reliable remote support for SMEs worldwide — spanning back-office administration, customer service operations, and IT helpdesk coverage. We help teams stay responsive to customers, keep workflows organised, resolve day-to-day technical issues, and reduce operational load through structured, SOP-driven delivery.
Operating from Accra, Ghana, we serve clients across the UK, US, and internationally, with flexible timezone coverage and a delivery model built around measurable outcomes, clear escalation paths, and consistent quality.
Core Services
Structured, SOP-driven delivery across administration and IT helpdesk.
Remote Admin & Business Support
- Shared inbox management & customer query handling (email/chat)
- Inbound call answering, routing, booking & message discipline (VoIP/softphone)
- Timesheets, attendance tracking & contractor chasing
- CRM updates, data entry, document preparation & reporting packs
- HR admin support (starter/leaver checklists, rota support, document packs)
- Order processing, acknowledgements & expediting support
Customer Service & Front-Office
- Shared inbox monitoring and proactive job status updates
- Inbound call handling via VoIP extension using scripts and escalation paths
- Open order and job tracking reports on agreed cadence
- Customer query resolution and escalation routing
Operations & Workflow Coordination
- Supplier follow-up, RFQ coordination and delivery chasing
- Outside processing tracking and purchasing admin
- Timesheet exception reporting and approvals chasing
- Reporting packs and performance summaries for leadership
Remote IT Helpdesk Support
- L1: Ticket intake & triage, password resets, user onboarding comms
- L2 Standard: Remote desktop, VPN/connectivity, Office 365 user admin
- L2 Advanced: Active Directory, Azure/M365 tenant, Intune/SCCM, PowerShell
- Structured escalation paths with clear handover to client technical team or MSP
- SOP-based responses with QA oversight and weekly performance reporting
- Coverage across GMT and US timezones; dedicated or shared agent models available
IT Helpdesk Service Tiers
Remote IT support is delivered by dedicated technicians matched to the skill tier your environment requires. We operate against structured SOPs with clear escalation paths, weekly reporting, and seamless handover to your in-house team or MSP where needed.
L1
Scope Covered
Ticket intake & triage, password resets, account unlocks, user onboarding comms, basic software installs, escalation routing
Typical Platforms & Tools
Zendesk, Freshdesk, Jira Service Desk, Teams
L2 — Standard
Scope Covered
All L1 scope plus: remote desktop troubleshooting, VPN & connectivity issues, Office 365 user admin (basic), printer/peripheral config, software conflict resolution
Typical Platforms & Tools
TeamViewer, AnyDesk, M365 Admin Centre, RMM tools
L2 — Advanced
Scope Covered
All L2 Standard scope plus: Active Directory / Entra ID admin, Azure / M365 tenant management, endpoint management (Intune / SCCM), PowerShell scripting, escalation-to-engineer triage
Typical Platforms & Tools
Azure AD, Intune, SCCM, PowerShell, Microsoft Defender
Delivery Model
Assurance & Controls
- Confidentiality-first approach — NDA available on request
- Role-based access controls; secure storage and access logging where applicable
- Template-based responses and QA checks for consistent customer tone and accuracy
- Structured SOPs with clear handovers and escalation rules on every engagement
- Weekly performance reporting against agreed KPIs
Best-Fit Clients
- SMEs that need overflow or dedicated cover for customer emails, calls, or IT tickets
- Businesses with recurring admin workload — invoicing support, scheduling, CRM hygiene
- Teams with timesheet/attendance friction and contractor-heavy operations
- IT-dependent businesses that need structured L1/L2 helpdesk support without the overhead of a full-time in-house team
- Organisations expanding into new markets who need remote operational support from day one
Experience Profile & Ecosystem
Raymond Gray's services are backed by hands-on delivery experience in high-pressure, high-accountability manufacturing and engineering environments. Our team routinely manages customer communication, order administration, job tracking and reporting, supplier follow-ups, time/attendance coordination, and IT support workflows — using structured SOPs, templates, and escalation rules that hold up under volume.
Aerospace Technical Metal Finishing (Aero TMF)
Customer service delivery (shared inbox), Open Order Reports, job tracking/status reporting, customer service calls support, front-office call handling via VoIP, time & attendance monitoring.
Applied Powdercoat
Order processing support, customer queries/status updates, reporting packs, and administrative workflow coordination.
Alard Engineering
Order administration, customer communications, job tracking and status reporting, and purchasing/admin coordination as required.
Client Feedback
Hear directly from the businesses we support worldwide.
“Within a few weeks of contracting with Raymond Gray our clients began to commend us for quick and professional response and on-time updates. This has really improved our customer satisfaction with our brand.”
Aerospace Technical Metal Finishing (Aero TMF)
April 2025“There were a lot of errors by in-house staff, with little to no attention to detail, so we decided to try Raymond Gray based on a recommendation from an Aerospace industry player. We were pleasantly surprised by the accuracy, consistency and reliability of their delivery.”
Applied Powdercoat
January 2025“Before bringing Raymond Gray onboard, we struggled a lot with our processes. It took us a long time to do everything, and this affected our productivity, our sales and our customer relationships. It was when we began to lose work and orders from some of our most loyal customers that we decided to bring in help. Our point person from Raymond Gray was brilliant and took their time to understand and refine the system. We went from a week of trying to locate a customer order to same-day updates consistently — this significantly improved our sales and customer experience.”
Alard Engineering
August 2024
Raymond Gray | Remote SupportReady to streamline your operations?
Whether you need dedicated L2 IT support or back-office administration, Raymond Gray provides reliable, scalable solutions worldwide.
remotesupport@raymond-gray.com
Location
Accra, Ghana
Serving SMEs Worldwide