HELP DESK

& SUPPORT SERVICES

We provide extended help desk and support hours designed to keep your business humming. We also provide 24/7 monitoring and maintenance, with access to on-call engineers for unexpected emergencies. Whether you’re home-based, or running an expanding business, our IT maintenance and support model can be tailored and priced to fit your exact situation.

Help Desk call
(02) 8925 1800

Business Hours:
7am – 6pm Monday to Friday | 8am – 4pm Saturday

Emergencies:
24/7

OUR SUPPORT ISN’T JUST IN TIME – IT’S WELL CONSIDERED

Acting as a one-stop shop for all your IT needs, we aim to be neither seen nor heard. In fact, around 97% of all our maintenance and support services are conducted off-site so you won’t even notice we are there (although your computers certainly will).

Your business will experience

Extended Help Desk Support hours.

Coordination of third-party licensing and hardware in support of user outcomes.

Engineers available after-hours to run maintenance, means less disruption during business hours.

Quick response to critical alerts from Microsoft.

A 24/7 managed solution that is end to end.

VIGILANT.IT team members on-call for unexpected emergencies.

Hardware fix and maintenance.

Support for remote workers – no matter where they are based.

Device fleet burn-in and team rollout.

Streamlined contact only when and where you need it - we won’t bombard you with endless statistical reporting until there is a reason.

How It Works

First, we will establish a maintenance schedule designed to keep your IT in shape. Pricing is tiered and based on the quantity of servers and devices to be supported. Unlike other providers who charge a fixed cost based on the number of users and/or computers, using automation we achieve economies of scale which can flow them down to you with growth. For very small businesses we will discount the fixed cost for your first server.

Regular maintenance and system restore

Regular preventative maintenance is critical to every business of every size to ensure there is no unintended downtime or failures. To make sure your data is fully protected and software runs as it should, we deploy automated tools on your PCs and Servers that enable us to see problems before they happen, and schedule maintenance and checks throughout the year. We take an all-in approach to systems uptime and won’t settle for cutting corners.

As part of our Data Protection and Recovery Service wcan also run full system test restores on a bi-annual (twice a year) basis to make sure all of your information can be fully restored in case of an emergency. 

Frequent checking and problem solving

To keep things flowing all your servers and infrastructure is regularly monitored by our technicians. For those who want full visibility a self-service portal that can be operated by your internal IT staff can be arranged on request.

Day-to-day support for your staff

If any of your team encounters an issue while they’re working, they simply log a support call with our Help Desk. Escalated responses will be attended to by senior staff. We employ an operations management platform based on the IT Infrastructure Library (ITIL) guidelines.

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Call now on (02) 8925 1800 or book a call to discuss integrating Help Desk and Support with your other services, or setting it up as a standalone service.