IT help desk services
IT help desk services with Australian engineers
Our IT help desk services give your staff one number to call and an engineer who answers in about 25 seconds. Every request is logged, prioritised and followed through to the fix, and you get a monthly report on what your team needed and what we did about it. No call centre and no offshore queue.
Your price in two minutes. No email needed.
- 25secAverage wait to reach an engineer
- 15minTriage on every ticket
- 98.3%Satisfaction on closed tickets
- 100%Of our engineers based in Australia
01What we handle
What our IT help desk takes care of
If it stops someone working, they call us. This is the IT helpdesk support our engineers deliver every day.
Passwords and sign in
Locked accounts, password resets and multi factor authentication problems, sorted quickly and checked so the request is really from your staff member.
Email, Teams and Microsoft 365
Mail that will not send, shared mailboxes, calendars, Teams calls, OneDrive and SharePoint access.
Laptops, desktops and phones
Slow or crashing devices, software installs and replacements, managed through Intune so changes are quick and consistent.
Printers, Wi-Fi and the network
Printing and scanning, Wi-Fi drop outs, VPN and internet problems, in the office or at home.
New starters and leavers
Accounts, licences and devices ready on day one, and access removed properly on the last day.
Business applications and vendors
First line help with your line of business software, and we deal with the vendor so your staff do not have to.
02How it works
How a request moves through our service desk
The same team picks up, fixes and follows through. Your staff always know where their request is up to.
- Contact
Call, email or portal
Staff call our service desk, send an email or log a ticket in the client portal, whichever suits the problem.
- 25 sec
An engineer answers
Phone calls are answered by an engineer, not a receptionist, so the fix can start on the first call.
- 15 min
Triaged and prioritised
Every ticket is assessed within 15 minutes and prioritised by how many people it affects and how urgent it is.
- Fix
Fixed or escalated
Most requests are fixed remotely. Harder problems go to a senior engineer or the vendor, with updates along the way.
- Close
Confirmed and rated
Staff get updates until the ticket is closed, then a one click rating, so you see how every request went.
03Hours and targets
Help desk hours and response targets
Published targets for every priority, so you know what to expect before you sign and can hold us to it after.
| Priority | What it means | Response | Resolution |
|---|---|---|---|
| P1 Critical | Your business cannot work, or a security incident is under way | 30 minutes | 4 hours |
| P2 High | A key system or a whole team is affected | 2 hours | 6 hours |
| P3 Medium | One person or one function is affected and there is a workaround | 4 hours | 2 business days |
| P4 Low and requests | Changes, new setups and questions | 1 business day | 5 business days |
Swipe the table sideways to see every column.
Targets apply in covered hours, Monday to Friday, 8am to 5pm AWST. Extended hours can be added on Austin Managed and are included on Austin Partner, with 24/7 on call for critical incidents on both.
04Outsource or hire
Help desk outsourcing or hiring in house
One help desk hire looks cheaper on paper. This is what service desk outsourcing gives you that a single person cannot.
| Compare | One in house hire | Our IT help desk |
|---|---|---|
| Cost | A median base salary of $87,200 in Perth, before super, leave, training and tools (Robert Half, 2026) | A fixed monthly price per user, with the tools included |
| Leave and sick days | Requests wait, or someone else in the business covers | A whole team, so the phone is always answered |
| Skills | One person's experience | Engineers across Microsoft 365, devices, networks and security, with senior escalation |
| Hours | Their working hours | 8am to 5pm AWST, with extended hours available and 24/7 on call for critical incidents |
| Reporting | Whatever they have time to write | Monthly reports on volumes, trends and targets met |
| Growth | Another hire when the workload grows | Add users to your plan as you grow |
Swipe the table sideways to see every column.
05Getting started
From first call to go live
A help desk only works if it knows your business. Onboarding is where we learn it, and your staff barely notice the change.
- Discover
We learn your setup
Users, devices, Microsoft 365, applications, suppliers and the problems that come up most.
- Document
We write it down
How your systems work, who approves what and which vendors to call, so every engineer has the same picture.
- Connect
We set up access and tools
Monitoring and secure remote support on every device, with named accounts and least privilege access.
- Go live
Your staff start calling
We introduce the service desk to your team, with one number, one email address and the portal.
06Reporting
See what your help desk is doing
A help desk should not be a black box. You see the numbers, the recurring problems and what we are doing to stop them.
Volumes and trends
Tickets by type, team and priority each month, so you can see where time is going.
Targets met
Response and resolution times against the published targets, in plain numbers.
Recurring problems fixed
Issues that keep coming back are flagged, and the fix is planned at the cause.
Satisfaction on every ticket
Staff rate each closed ticket with one click, so you hear how the service feels from their side.
Someone who owns it
Your service delivery manager reviews results with you and agrees the next steps.
Summaries for leadership
On Managed and Partner, executive summaries link IT to productivity and risk.
07Levels of cover
Choose your level of help desk cover
Pay for the support your team really uses, and change level as the business changes.
Austin Monitoring and Austin Essentials
Monitoring and maintenance plus pooled remote support hours each month, 1 hour for every 10 people on Monitoring and 1 for every 5 on Essentials, with the same published response targets.
SuitsSmaller teams with steady, predictable requests.
Austin Managed and Austin Partner
Unlimited remote support for every user, VIP support for your key people and vendor liaison, with fully managed IT around it.
SuitsTeams where support needs vary or keep growing.
Prepaid IT support
A block of hours to draw down as you need them, without a monthly plan. See prepaid IT support.
SuitsOccasional needs and short term cover.
Already have an IT person or team? Co-managed IT puts our help desk behind them.
Get an instant price08Recognised and certified
A top 50 MSP in Australia, three years running
Cloudtango named Austin Technology in its top 50 managed service providers in Australia in 2024, 2025 and 2026. We are also certified to ISO 27001 and ISO 9001, so the way we protect your data and run your service is checked by an independent auditor every year.
ISO 27001
Information securityOur information security management system covers how we handle client data, credentials and access to your systems, certified by Compass Assurance Services and audited every year.
How we protect your dataISO 9001
Quality managementSupport tickets, projects and onboarding follow documented processes, so you get the same standard of work whichever engineer picks up your job. Ask us for our certificates when you run a supplier review or tender.
09Questions
IT help desk questions
What owners and operations managers ask before they outsource their help desk. Anything else, call 1300 787 429.
01What is the difference between a help desk and a service desk?
A help desk fixes problems: a locked account, a printer that will not print, email that will not send. A service desk also handles requests and changes, such as setting up a new starter or giving someone access to a system. Ours does both, so staff have one number for everything.
02How is a help desk different from managed IT?
The help desk is the part your staff talk to. Managed IT also covers the work they do not see: servers, networks, security, backups, suppliers and planning. Our help desk is included in every plan, and managed IT services add the rest.
03How quickly will someone answer?
Calls are answered by an engineer in about 25 seconds on average, and every ticket is triaged within 15 minutes. Critical problems have a 30 minute response target. There is no call centre and no offshore queue.
04What hours does the help desk cover?
Monday to Friday, 8am to 5pm AWST as standard. Extended hours can be added on Austin Managed and are included on Austin Partner if you have shift workers, interstate offices or staff who start early, with 24/7 on call for critical incidents on both.
05Can you support staff at home or in other offices?
Yes. Most problems are fixed remotely through secure remote support, wherever your staff are working. For hands on work we come on site across the metro area, and we support regional WA and interstate offices remotely.
06What happens to our in house IT person?
They stay, and we take the day to day requests off their desk so they can focus on projects and planning. That arrangement is called co-managed IT.
07Can we buy help desk hours without a monthly plan?
Yes. Prepaid IT support gives you a block of hours to draw down as you need them. Most businesses with more than a handful of staff find a monthly plan better value.
08How do you protect access to our systems?
Our processes are certified to ISO 27001 and audited every year. Engineers use named accounts, remote sessions are secured and logged, and access is removed when it is no longer needed.
What our clients say
800+ reviews from the people who call our Perth service desk every day.
700+
30+
70+
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“Turns every IT problem into a non-issue”
Arthur turns every IT problem into a non-issue and does it with real patience and professionalism. He explains things in a way that makes the process easy and always leaves us feeling supported. We appreciate the way he handles every request.
Bronte J.Indian Ocean Hotel
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“Patient, capable and a genuine listener”
The support was outstanding. Patient, capable and a genuine listener, which is rare in support calls. He took the time to understand the issue and work through it with care. You are fortunate to have him on your team and the level of service was impressive.
Peter MidgleyPowertech
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“Steady, thoughtful and stress free”
Jamie put in a great deal of effort to resolve the problem and it showed in the result. His approach was steady and thoughtful and the support was appreciated. It made the whole experience smooth and stress free.
Jason CavallaroCallidus Process Solutions
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“Resolved the issue within minutes”
The consultant knew exactly what to do and resolved the issue within minutes. He talked through each step so I understood what was happening and made the process simple. The clear communication and fast resolution made a real difference.
Kirk LentonPilbara Construction
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“The extra guidance made it more valuable”
Brady tracked down an email I could not locate and took the time to show us how to search more effectively in the future. The extra guidance was helpful and made the experience more valuable. His support was straightforward and appreciated.
Tony YoungOptimus Real Estate
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“Resolved quickly, with none of my work lost”
They resolved my issue quickly and efficiently, which meant I didn’t lose any of the work I had done today. The support was clear and straightforward, and the outcome made a real difference to my day. Thank you.
Warner PriestInterContinental Energy
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“Calm, patient and always willing to help”
Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice. His positive attitude makes the whole experience easier and more reassuring. Thank you to Dev and the team at Austin for the consistent support.
Peter AlexanderKoch Solutions
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“A calm and methodical engineer”
Chris Wade is a great engineer and I have a lot of respect for his professionalism. He approaches every issue with a calm and methodical attitude and communicates clearly so I always understand what is happening. His steady approach and reliability make a real difference to our team, and his support is always appreciated.
Paul GreenGlobal Cardiology
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“Refreshing after two unreliable IT providers”
After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure. Their support has made a real difference. Thank you, and keep it up.
Mark HutchisonLifewood
10IT help desk services
A help desk your staff
will want to call.
Tell us about your team and we will send a help desk proposal with the scope, response targets and a fixed monthly price per user.
Or call 1300 787 429