Managed Service Desk

Our Co-managed Level 1 Service offering is designed to extend the capabilities of an in-house resource or team by encompassing the outsourcing and management of the Level 1 remote end user support to an organisation that provides assistance to, in excess of 15000 end users on a daily basis.

The CT Difference

Our offering provides coverage for all users within your organisation and their respective devices. Support and management is provided for all of the devices an end user utilises as part of their business life including notebooks, desktop computers, tablet devices and mobile phones.

Ease of Support

End users will be able to utilise our Liberty Console, deployed to their compatible devices to lodge and update tickets as well as reviewing any tickets they currently have pending with our team. Tickets lodged via Liberty Console are automatically triaged to the correct team within our Helpdesk and the system collects important information required to assist end users. As part of our onboarding project, users will be provided training on the use of our Liberty Console.

Telephone Support

Unlike other Service Providers, we encourage customers that require support for an issue they deem to be urgent to contact our Helpdesk team via telephone. We maintain ultra-low wait times on our helpdesk, on average less than 52 seconds allowing for calls to be quickly answered. Given their capabilities as a Level 2 engineer, the Service Desk Analyst that answers the call will be able to provide immediate assistance to the end user.

Device Management

We utilise a device management platform to collect a wide array of statistics from systems and devices within your environment as well as to provide our team remote access to these devices. Our platform collects system resource utilisation data, usage information, warranty expiry dates, firmware and driver versions, Windows and 3rd party application patch information as well as current service and event log data.

Easy Onboarding

Throughout the process of transitioning your services to our Managed offering, we will design customized user onboarding and offboarding processes for your organisation, borrowing from our best practice guidelines, to ensure team members joining your organisation have a great experience from day one.

How we can help

End User Satisfaction

By having our award winning and fully trained Service Desk at your disposal, user satisfaction levels will increase, resulting in greater retention rates and profitability for your business.

Here when you need us

Our Support teams are available from 7am to 7pm AEST every business day. Outside of these hours, our team is available for phone-based emergency support.

Strategic Advice

We have incorporated the ability for our Customer Success Managers to collaborate with you to provide strategic input to your IT plan surrounding the Level 1 support elements of your environment coupled with an active involvement in the planning for end user technology at your organisation.

Continuous Improvement

We are continuously improving our operations and offerings customers. We are continually investing in best practice tools and methodologies to ensure your evolving needs are met.

ISO Certified

We take compliance seriously and are proud to be certified to the internationally recognised ISO Standards in several categories. These include ISO 9001 for Quality, ISO 14001 for Environmental Management, ISO 27001 for Data Security and ISO 45001 for Occupational Health and Safety.