IT Support & Help Desk

Chill IT helps you deliver a low stress IT experience for your team. We provide safe, secure, and productive IT environments so you and your team can focus on your business. We work proactively to ensure your operations are running smoothly and with minimum downtime or interruption. We help your people be productive, creative, and safe whether it’s in the office, working from home, or working remotely when travelling.

Our friendly IT support help desk team will help you make service requests or report any issues. They will make sure that the request or issue is resolved in a timely manner.

Chill IT can proactively monitor networking hardware, PCs, and key services to identify and resolve potential problems quickly. Chill IT technicians work around the clock to ensure our clients are up and running.

Help Desk

Chill IT’s help desk offers the benefits of corporate help desk services without the hassle of cost, resource and management. IT issues can be solved quickly and efficiently so systems can be up and running and people can work productively with minimum downtime.

Access to triage help desk
Ticket tracking system (ConnectWise Manage)
Guaranteed response time (Service Levels)
Remote and onsite access to technicians
Dedicated operators briefed on your network, systems, and processes.
Escalated trouble shooting
Online portal so you can raise issues and service requests, check status, and communicate with us more efficiently.

Immediate Telephone Support

Our technicians aim to diagnose and resolve problems as quickly as possible, so your team can get back to work. The technician will work with you or your team member over the phone. The technician may use remote management tools to access devices (Only with your permission of course), troubleshoot problems, and implement solutions.

Onsite Support and Smart Hand

Chill IT has a team of field technicians to install and maintain IT equipment on site as needed. This can be scheduled for preventative maintenance tasks or ad hoc projects to install or update IT hardware as needed. The technical resources are there when you need them. Services at customer locations include:

We also offer ‘smart hands’ if you have an IT project that you are managing and need an extra pair of hands to complete the job on time.

Skilled Technical Support

Chill IT provides full time support engineers who are highly trained, industry accredited and up-to date with the latest network and software issues. They are able to solve your IT problems by using their experience and knowledge. Our team is available (1300 726 679) to solve your problem around the clock.

Chill IT offer both remote and onsite in three levels of support:

LEVEL 1

Technical Support for standard IT requests to keep you going.

LEVEL 2

More complex service issues

LEVEL 3

Advanced Technical Expertise

Preventative Maintenance & Monitoring

A dedicated 24 x 7 team focused on ensuring your IT environment is operating at optimal levels. They complete scheduled maintenance out of business hours that would otherwise impact user access to systems or applications.

Monitoring for Alerts e.g. Server issues, cyber security alerts
Proactive network monitoring and patching services (Servers, Virtual machines, and PCs)
Backups including monitoring and testing
Scheduled maintenance program
Scheduled backup recovery tests

Support Plans

A support plan is an agreement with Chill IT and the client. It allows Chill IT to give priority commitment of resources over ad hoc support and to be ‘proactive’ in supporting your IT environment.

We work with you to set the plan to include essential IT services such as:

With trouble free network so you can focus on your business.

1. Support Agreement Types

Support Agreement	Description
AD HOC (NO AGREEMENT)	No formal agreement – Charges apply at standard support rate.
PREPAID BLOCK	A pre-defined set of hours is paid for in advance with an expiry date. Usually at a slight discount.
MONTHLY HOURS	An agreed no. of hours every month and invoiced a month in advance.
PER USER	Managed User as a Service (MUaaS) – creating a managed Standard IT environment for users for secure Essential IT or Advanced Protection.
UNLIMITED	Work is defined (Typically User/Device, Server Support, All-In) and charged at an agreed rate per user/device or server. Invoices are sent a month in advance.

2. Unlimited Support Agreement (we Recommend)

An unlimited support agreement that is best suited for clients that have over 20 employees. It allows a business to be confident their IT environment and employees are proactively supported and managed.

Client benefits of Support Agreements

Proactive approach to IT instead of ‘break-fix’ helps minimise IT related business interruptions
Provides greater budgetary certainty
Reduces the effective hourly rate of support by providing a commitment
Provides the client with a premium Service Level ahead of ad hoc or pay-as-you-go support clients/tickets
Provides a dedicated Account Manager, monthly reporting, and a regular business performance meeting
Access to strategic advice

2. Strategic Advice

A support agreement with Chill IT can include access to our Level 3 Senior Network Engineer and Solution Architect to regularly review your IT environment, policies, and processes to achieve business performance, productivity, continuity, and security.

We recognise that infrastructure, computer systems (hardware and software), business processes, and specialised procedures all combine in a unique way.

We develop a strategy to create best practices including network/IT environment strategy, security, and corresponding policy and process framework.

Large scale initiatives that require extensive or deep dive research, assessment, and testing are charged as separate projects.