IT support and service desk
The part of IT your staff deal with every week. Our targets are published, most fixes happen remotely within the hour, and nobody counts how many times you ask.
What the service desk takes care of
- Sign-in and access: locked accounts, MFA prompts on a new phone, permissions to a shared folder.
- Devices: laptops that misbehave, new machines for new starters, lost or stolen devices wiped remotely.
- Email, Teams and files: mailboxes, shared calendars, Teams channels, SharePoint and OneDrive.
- The office: internet, Wi-Fi, printers and the odd meeting-room screen.
- Vendors: we call your internet provider, phone system supplier or line-of-business software vendor for you. See vendor liaison.
- Joiners and leavers: accounts, licences and devices set up on day one and closed off on the last day.
How quickly we respond
We sort every request by its effect on your business. When a whole team can't work, we respond within 15 minutes. When one person can't work, within 30 minutes. Everything else gets a response the same business day. The service levels page explains how a request lands in each group.
Remote first, onsite when it needs hands
Most issues are fixed remotely within the hour, because that is the fastest route for everyone. We come onsite across greater Melbourne on a scheduled basis, and for office moves, fitouts and new sites. Teams in Sydney, Brisbane, Adelaide and regional Victoria are supported remotely.
No meter running
- No per-ticket charges and no block hours to use up.
- No after-hours loading on the invoice.
- Your internal IT person stays. If you have someone in-house, we work alongside them.
- Mistakes are owned. When something goes wrong on our side, we tell you.
Ask for a quote with the service levels attached.
Tell us how many staff you have and what you run today. You will hear back within one business day, and if we are the wrong fit we will tell you.