24/7/365 helpdesk services




The helpdesk is the first port of call for all your personnel to receive IT support. The following table outlines how we communicate and manage each ticket to ensure user satisfaction.  


How We Communicate




Logging a Support Ticket

You have three options: phone, email or via the web portal.

Incident Tracking & Management

Each incident entry logged is date and time stamped within ConnectWise and then in the case of personnel logging a call either via email or phone, they receive notification that the call has been logged via email.

Managing Logged Calls

Each job ticket is tracked and responded to directly with the person who initiated the ticket. 

All work conducted is recorded within the specific ticket, updated accordingly and automatically emailed. The user can add information via email simply by replying to the email. 

Once the call is closed, a final email notification closing the job will be received by the initiator of the ticket.

SMS Alert Groups

In the event of a major outage of a server, application or communications device, we have the facility to create an SMS alert group. 

This group should consist of key personnel who will be initially informed and then regularly updated by SMS if there is a system-wide outage during business hours. 

This ensures that all key personnel are aware of the issue and stops multiple personnel at various locations all having to log calls for the same issue. 

Tracking User Satisfaction

We view every user within an organisation as our client and understand that for the majority of personnel, their interaction with us will be when they have an issue that is affecting their ability to work. 

 As such at the completion of every ticket, the user is provided with an opportunity to quickly provide feedback on their experience via a one-click survey (comments can also be provided). 

We monitor these responses in real-time and follow up any dissatisfaction to ensure we continually improve the user experience and our service to all our clients.

Remote Support Chat

There is often the feeling of disconnect when engineers are performing remote support if they aren’t on the phone with the end-user. 

During these times, to make it as easy as possible for the user to interact with the engineer, rather than the user having to call the engineer back, we utilise a chat application. 

This allows either the user or the engineer to instigate a chat session and provide / request updates, changes or inform the user of their progress in real-time.

Executive Reporting

Each month you will receive an executive summary report providing information on your network health, tickets logged, work conducted and our performance in meeting our service level guarantees 

24/7 Coverage

Unlimited access to support services 24 / 7 / 365




We are happy to answer any question or just discuss your vision and how we can add value with our services

 CALL US NOW ON 1300 501 677


Backing Up Office 365

In this video we explain that Microsoft do not back up office 365, what they do provide and why it’s important that you have a sperate back up regime to a separate cloud in place. Video Length 1 minute 40 Seconds   ...

Read More

IT Managed Services Explained

In this video we explain our IT Managed Services, and the benefits we provide our clients by providing a complete IT department for a fixed monthly fee. Video Length 2 Minutes. TRANSCRIPTION This is Ted. Ted’s a business owner, and like most businesses these days, Ted’s office has been technologically designed for productivity and efficiency. […] ...

Read More

Risky Cyber Security Assumptions Putting Your ...

In this video we are looking at some risky cyber security assumptions many businesses make that are putting them at risk. Video length 2 Minutes ...

Read More

Social Engineering Inside the Mind of a Hacker

This video created by Cisco shows how a hacker working for a cybercriminal organisation uses social engineering to launch a ransomware attack and the devastating effects it has on the company. Vdeio Length 4 Minutes       ...

Read More

Cybercrime Organisations Just How Organnised Are ...

In this video we are looking at just how organised cybercriminal organisations are and what you can do to protect your business. Video length 2 minutes 48 seconds ...

Read More

NIST 2020 Password Do's and Don'ts

In this video we are looking the new 2020 Passwords Security Guidelines provided by the National Institute of Standards and Technology (NIST) Which includes three common practices they now recommend we no longer do as research shows they lead to weaker passwords. Video length 3 Minutes. ...

Read More

Backup and Disaster Recovery

In this video we are looking at the difference between Backup and Disaster Recovery – Recovery Point & Time Objectives and how to ensure they meet your organisations business requirements.Video Length 1 minute 42 Seconds.   ...

Read More

Computer Hardware Lifecycling

In this video we are looking at how to effectively manage your organisations workstations and Laptops life-cycle. How long your PC’s and Laptops should last, factors that affect this and how to manage budgeting for their replacement. Video Length 2 minutes 17 seconds ...

Read More

Microsoft Office 365 Anti Threat Protection Overview

In this video we provide an overview of Microsoft’s Anti Threat Protection security for Office 365. Video Length 2 minutes 7 seconds ...

Read More

2020 Ransomware Criminals Have a New Way to Extort ...

In this video we are looking at Ransomware. Specifically a new way cyber criminals are using your data to further extort you, by threatening to upload it to a public website if you don’t pay the ransom. Video Length 2 minutes ...

Read More
Call Now Button