MANAGED IT SUPPORT SERVICES

DRIVE POSITIVE CHANGE IN YOUR BUSINESS

Our Managed IT Support Services in Brisbane will set you up for success through our friendly and responsive helpdesk support team. This is combined with proactive management of your technology systems, all at a fixed monthly price.

Having the right technology in place is only the first step, our team of experts help you receive the ongoing value, productivity and ROI from your investment in IT.

How Our Managed IT Support Services Make Your Life Easier

Faster Problem Resolution

Having professionally managed systems, thorough documentation and an expert team of engineers already familiar with you and your business systems, means IT problems will be resolved in a faster, easier and more effective way.

Reduced Risk

Supported by a team of experts who are familiar with your business systems, we facilitate more reliable technology, smoother operations with less downtime and frustration. This reduces risk for you and your business.

Proactive Solutions

Constant monitoring and a proactive maintenance schedule let us quickly identify any emerging issues with your systems, and proactively address them before they have a costly and disruptive impact on your business operations (usually even before they become a problem!).

Support When You Need It Most

With our support team covering three time zones, we are there when you need us.

Starting early in Auckland before transitioning to head office in Brisbane (AEST) and then Clark in the Philippines (AWST), our extended support hours mean faster resolution times to any problem.

Predictable Support Costs

Our fixed monthly costs for unlimited helpdesk support gives you the freedom to fully engage with our expert engineers.

This give you peace of mind that your operational budgets will remain intact.

Less Distractions

With our team of experts managing your IT, your people can stay focused on the highest and best use of their time.

This reduces the constant distractions of them trying to manage IT and fix technology problems.

What's Included in our Managed IT Support Services?

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Helpdesk Support

Our friendly support team ensures that any issues are quickly addressed to keep your staff happy and productive.

This includes:

  • Extended support hours
  • 24x7 on-call support
  • Support available via email, chat, phone and onsite
  • A Support Portal for managing tickets
Cybersecurity Icon

Cybersecurity

Cybersecurity is more important than ever before. 

Every agreement we develop includes all the below:

  • Endpoint security protection and management
  • Network firewall management
  • Security monitoring & alerting

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Infrastructure & Cloud Management

Our expert engineers to manage your critical infrastructure whether it be in your office or cloud based. 

This includes:

  • Office 365 and Azure
  • Servers and storage
  • Network, firewalls and wifi

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Backup & Disaster Recovery

Our support team will recover your systems and business operations as quickly as possible in the event of data loss or a disaster.

This includes:

  • Daily backup monitoring and monthly test restore
  • Backup configuration and management
  • Backup restoration

Monitoring & Maintenance

Key systems are monitored 24x7 by our automated system to maximize uptime and optimize performance.

This includes:

  • 24x7 server and network device automated monitoring & optimization
  • Alerts remediated by our NOC team
  • Server & workstation patch management

Reporting

We will maintain the visibility of IT operations with regular reporting. 

This includes:

  • Monthly Insight Reporting
  • Customizable reporting

Managed IT Services FAQs

What does Managed IT Support mean?

Our definition of a Managed IT Support is a service delivered by a Managed Service Provider (MSP) to remotely manage its client’s IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model.

Partnering with a Managed IT Support provider means that you’ll have a skilled IT helpdesk support team to back you up, combined with proactive management of your technology systems and IT strategy consultation.

Why should I outsource IT for my business?

Outsourcing your IT to a dedicated Managed Service Provider (MSP) means that your business stays up to date with the latest technology and remains competitive in today’s challenging business environment. Your business is able to have a team of IT experts on hand who are familiar with the ins and outs of your business without having to pay for in-house IT staff members (or worry about who covers their duties when they go on leave).  A support agreement with a fixed monthly cost simplifies your IT budget and, with your IT systems being proactively managed, IT emergencies are far less likely.

How do you charge for your IT support services?

We work with our clients based on a Managed Services Agreement, which is customised to the needs and size of your organisation and charged on a monthly basis. Most of the IT work that’s carried out will be covered under the flat monthly fee, which makes budgeting for IT services really simple. Special projects, work done outside our coverage hours (7am to 6pm) and products procured can be quoted on an ad-hoc basis as your business requires.

Can you help me with my IT issues remotely?

Yes, we sure can. Our friendly and responsive helpdesk support team will be able to assist you without either of us leaving our desks! We have special tools in place to be able to access your machines remotely, which we do at a prearranged time with your approval. Our clients can log a helpdesk ticket via their very own Grassroots portal, or via email or phone. Once the ticket is logged, one of our friendly technicians will be in touch to arrange access to your machine so you can be back on track asap.

What are the differences between onsite IT Support and Remote IT Support?

An onsite IT Support service means that one of our skilled tech support engineers will give you a visit to personally check on the issue and amend it while on your physical site.

A remote IT Support service can be performed by our skilled tech support engineers from Brisbane, New Zealand or Clark either by instructing solutions through a phone call or by remote controlling your computer.

What if your IT Consultant cannot diagnose or solve the problem?

The benefit of having a highly skilled team of senior IT engineers with various specialities means that, even if your original IT consultant cannot solve the problem straight away, we have a process to handle escalations when more demanding problems need that bit extra TLC.

When can I call your IT help desk?

Our helpdesk team is available Monday through Friday (except holidays) from 7:00am to 6:00pm AEST.

If you need assistance beyond our coverage hours, on-call services are available but additional charges do apply.

The great news is that you can also log tickets via your very own Support portal, or via email. Check our Support Centre for more details. 

What should you look for in a Managed Services Provider?

Get our free checklist of questions to ask a potential MSP before sealing the deal.

Get your copy of our checklist to find your ideal Managed Services Provider

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