Our Approach

Above all, we recognise that supporting people is as important as supporting computers. We believe passionately in the importance of quality people, delivering a human-to-human service:

• All calls are answered by qualified Service Desk engineers. We do not employ "call-loggers" whose only job is to take a message.
• We resolve most problems in 30 minutes or less.
• Our Client Portal puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.
• We have systems in place that ensure that the right engineer is allocated to the task in question.
• Our extranet (Client Portal) offers clients proactive updates and real time tracking of live support issues.
• We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.

The Service

North Sydney IT user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support. This team is augmented by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client's service.

All North Sydney IT engineers are trained to communicate effectively with individuals at all levels of technical understanding. And engineers also help to identify individuals who may need IT-related training, that would improve their individual effectiveness and productivity.

Overview

Is IT stressing you out? Quality IT support, advice and delivery is just a phone call away. We can help you in any of the following three ways:

• Full IT Support Services: Designed around the needs of clients without expert in-house IT support expertise, this arrangement is for those who prefer to focus management energies elsewhere. Options include fixed price managed IT services or ad-hoc, flexible IT support.
• Complimentary Support: Designed around the needs of businesses who have some internal IT expertise, but who still require additional expertise and input on a regular basis. Sometimes called 'level 2 support' or 'co-sourcing' you'll get the peace of mind that a trusted advisor is close to hand for those occasions when new technologies or unexpected emergencies are encountered.
• IT Project Delivery: For clients (who may already be Full IT support services or Complementary support clients) seeking a trusted and proven advisor to manage and deliver IT projects

We recognise that you are working with different technologies and need different things from your IT partner. We therefore offer a wide breadth of IT services, and take a flexible approach to our relationship with you meaning no contract lock-in and no one-size-fits-many IT support plans.