Helios IT: 38% faster resolution with Ubidesk

Helios IT, a Brussels-based MSP, manages 60 SMB clients — around 900 devices — with 12 technicians. In 2026 the team replaced three support tools with Ubidesk Pro.

Context

Helios IT juggled an aging attended-support tool, unattended access limited to a single fleet, and a VPN for emergencies. Technicians lost time preparing every session, and some clients — burned by tech-support scam calls — hesitated to accept remote control.

Mean time to resolution sat at 42 minutes, dragged up by cases needing a safe-mode reboot or an out-of-session patch.

Approach

The Ubidesk Pro rollout took three weeks: fleet migration to unattended access, two one-hour technician training sessions, and Trust Layer activation on client machines.

The Trust Layer changed the client conversation: on-screen consent, a timestamped log of every action, and a visible emergency stop. Technicians no longer had to “sell” remote control — the screen did it for them.

Results

• Mean time to resolution: 42 → 26 minutes (−38%).
• 2,140 sessions delivered in the first year, 62% of them unattended.
• €6,800 saved per year on licenses and lost time.
• Zero complaints mixing legitimate support with scams since the migration.

“We used to spend five minutes reassuring, now we spend five minutes fixing. The Trust Layer is our best sales asset,” says Julien Vercammen, co-founder of Helios IT.