At QCS we use Spiceworks to manage your workstations. If you need assistance with anything, and we need to take a closer look, we can send you a link that will get us remote access to your computer. Simple. Secure.
For your servers, we use Teamviewer to remote into them, and check on things like the backup, how the environment is running, etc.
The Spiceworks system also has a ticketing system. You can send an email to [email protected] Please be as detailed as possible, with a short, but descriptive subject line.