- Sydney | Melbourne | Brisbane
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 advantages and benefits of corporate help desk services without the cost, resource and management hassle. IT issues can be solved quickly and efficiently so systems and people can be up and running and working productively with minimum down time.
- Access to triage help desk
- Ticket tracking system (ConnectWise Manage)
- Guaranteed response time (Service Levels)
- Remote and On-Site access to technicians
- Dedicated operators briefed on your network, systems & processes.
- Escalated trouble shooting
- Online Portal so you can raise issues and service requests, check status and able to 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 and will use remote management tools to access devices (only with your permission of course) to trouble shoot 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. These technical resources are there when you need them. Services at customer locations include
- Installation
- Inspection
- Technology updates
- Repair and replacement
- Maintenance services
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 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 on-site in three levels of support;
LEVEL 1
Technical Support for standard IT requests to keep you going.
- Forgotten passwords
- Change User access (add, move, delete, reset)
- Workstation configuration & setup
- Approved software
LEVEL 2
More complex service issues
- Escalated trouble shooting
- Cyber security settings
- Networking / Systems issues
- Planned Projects
LEVEL 3
Advanced Technical Expertise
- Escalated trouble shooting (from Level 2)
- Continuous Improvement
- Cyber security
- Productivity options
- Solutions Road Map
Preventative Maintenance & Monitoring
A dedicated 24 x 7 team focussed on ensuring your IT environment is operating at optimal levels. They complete scheduled maintenance out of business hours that would otherwise impact a clients users access to systems or applications.
- Monitoring for Alerts eg Server issues Cyber security alerts
- Proactive network monitoring & 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 our clients IT environment.
We work with you to set the plan to include essential IT services such as
- Help desk support
- Network management
- User management
- Device Management
- Security
- Preventative maintenance
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 – client gets charged 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. Invoiced 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.