Managed IT support and help desk
When something stops working, your staff reach a person who can fix it. Behind the help desk sits the routine work that keeps the calls down: patching, monitoring and devices managed to one standard.
Response times, in writing
- A whole team is stopped: we respond within 15 minutes.
- One person is stopped: we respond within 30 minutes.
- Everything else: the same business day.
- Security alerts: triaged 24/7, weekends included, by the security operations centre.
The help desk runs Monday to Friday, 8:30am to 5:30pm Melbourne time. Most issues are fixed remotely within the hour they are raised. When a job needs hands on a device or a cable, we book an onsite visit.
What sits behind the help desk
A help desk on its own only reacts. The fee also pays for the work that means your staff call less often:
- Patching of Windows and common applications on a schedule.
- Monitoring of devices and Microsoft 365 so we see trouble before your staff do.
- Starters and leavers handled end to end: accounts, licences, devices and access.
- A monthly report you can read in five minutes, covering what we did and what we noticed.
How it is billed
There are no per-ticket charges, no blocks of hours to top up and no after-hours loading. Support is part of the $150 per user, per month, so nobody in your team needs to hesitate before asking for help.
If you already have an IT person
We work alongside internal IT staff. They keep the knowledge of how your business runs. We add the tooling, the security monitoring, holiday cover and a second pair of hands for bigger jobs.
When we get it wrong
We tell you when something is our fault, what we changed, and how we will stop it happening again.
Find out what your IT should cost.
Give us a rough headcount and a picture of your current setup. We reply within one business day with a straight answer, including when we are not the right fit.