IT Support

IT Help Desk
Support Perth

OUR SOLUTION

A trusted IT service
desk partner

Welcome to TechBrain’s IT Helpdesk service, your one-stop solution for all your IT-related issues and needs.

We provide a dedicated IT department of highly trained support technicians committed to providing fast and efficient support, ensuring that your business operations run smoothly.

The technical expertise of our support technicians significantly contributes to this fast and efficient support, as they possess a deep understanding of hardware and software needs, ensuring reliable solutions with a customer-centric approach.

Whether you’re dealing with software troubles, network connectivity issues, hardware malfunctions, or simply need help navigating new technologies, our helpdesk is here to assist.

Available 10 hours a day 7 – 5pm, with additional support available outside of standard hours to ensure maximum uptime and productivity for your business.

Comprehensive Support

Our Perth-based IT help desk team is equipped to handle a wide range of technical issues, including:

  • Hardware and software troubleshooting
  • Network connectivity problems
  • Email and communication issues
  • Security concerns and virus removal
  • Cloud service support
  • Remote access and VPN setup
  • Printer and peripheral device troubleshooting
  • Efficient management and resolution of support requests with advanced help desk software

No matter what industry you’re in, our experienced technicians have the knowledge and skills to provide tailored solutions to your unique IT challenges.

Exceptional Service Quality

At TechBrain, we pride ourselves on delivering outstanding customer service.

Our commitment to excellence has earned us an impressive Net Promoter Score (NPS) of 86+, which is a testament to the satisfaction of our clients.

This high level of satisfaction is directly linked to our effective service delivery, focusing on the needs and expectations of our customers to ensure high-quality service across all interactions.

When you reach out to our IT help desk, you can expect:

Fast response times and quick resolution of issues
Friendly, patient and clear communication from our technicians
A local team that understands the unique needs of Perth businesses
Continuous monitoring and proactive maintenance to prevent future problems

Expertise You Can Rely On

With over two decades in the industry and hundreds of clients served, TechBrain has the experience and expertise to handle any IT challenge that comes your way.

Our team stays up-to-date with the latest technologies and best practices to ensure that we provide cutting-edge solutions for your business.

Whether you need one-time assistance or ongoing support, our IT help desk service is here to help.

Contact us today to learn more about how we can keep your technology running smoothly, so you can focus on growing your business.

response team, headset on
SKILLS & EXPERTISE

Responsive IT help desk
support you can depend on

Skilled & Experienced Professionals

Our team is staffed with highly skilled and experienced IT professionals, committed to providing top-tier solutions and ensuring your business runs smoothly.

With proficiency across a wide spectrum of IT areas, we have the knowledge to resolve issues promptly and the foresight to anticipate challenges before they arise.

As your IT service providers, we are a key component of your service offering, dedicated to delivering high-quality, timely assistance with incident resolution or service request fulfillment.

State-of-the-art IT tools & technologies

We utilise state-of-the-art IT tools and technologies, which enable us to diagnose and rectify issues more efficiently. Our team stays on the cutting edge of technology, ensuring your business has access to the latest and most effective solutions, keeping you ahead of the competition.

Our managed services encompass IT infrastructure maintenance, cyber security, cloud solutions, disaster recovery and remote support, ensuring seamless operations, maximising productivity and preventing potential disruptions.

User-friendly ticketing system

Experience simplicity and transparency with our user-friendly ticketing system. This intuitive platform allows you to track your issues in real time, from reporting to resolution, providing a clear, straightforward view and point of contact throughout the support process.

We believe in empowering our clients with knowledge and visibility, fostering a stronger partnership.

10+ hours of availability

We know that IT issues don’t adhere to a nine-to-five schedule, and neither do we.

Our team has a minimum 10 hours availability a day with additional non-standard hour support available, to ensure maximum uptime for your business. No matter when an issue arises, our dedicated team is ready to deliver prompt and efficient solutions.

Knowledge of evolving IT trends

We understand the importance of staying ahead in this fast-paced digital age. That’s why we ensure our team is always up to date with the latest IT trends and evolutions.

By understanding the future trajectory of technology, we’re able to offer advice and solutions that are not just fit for your business today, but will continue to support your growth tomorrow.

Strategic Overview

Proactive IT support
saves time & money

A proactive IT service desk approach, grounded in IT service management (ITSM), focuses on identifying and addressing potential issues before they escalate into costly downtime or significant productivity losses.

ITSM encompasses all activities involved in delivering IT to the business, including service request management, incident management, knowledge management, self-service and reporting, which are crucial for managing the end-to-end delivery of IT services to customers.

By continuously monitoring systems, networks and applications, the service desk can detect early warning signs of problems and take corrective action promptly.

This proactive maintenance, a core aspect of ITSM, helps prevent unexpected outages, minimises disruptions to business operations and reduces the need for expensive emergency repairs.

In the long run, this translates to significant cost savings by avoiding lost productivity, revenue and customer goodwill that can result from extended periods of downtime.

These proactive measures not only enhance system reliability and security but also enable businesses to make informed decisions about their technology strategy.

By aligning IT investments with business goals and ensuring that systems are running at peak performance, companies can maximise the value of their technology assets and achieve better returns on investment. This strategic alignment is a key benefit of effective IT service management.

By partnering with a TechBrain, businesses can focus on their core competencies while leaving the complexities of technology management to the experts, ultimately saving time and resources that can be better invested in your growth and innovation.

FAQ

What business sizes does your help desk service support?

While most of our clients fall into the SME range, TechBrain frequently also works with large government organisations, as well as smaller entities such as non-profits. Our technical support personnel are well-equipped to support your organisation, whether you need small scale or enterprise-level ICT solutions. We have a variety of service levels available to suit your unique needs, and keep up with a fast-paced world!

How can I tell if my organisation needs a dedicated help desk service provider?

As a general rule of thumb, it’s time you considered outsourced IT support when:

a. You no longer have the skills and knowledge to deal with new hardware and software in-house.

b. Trying to solve IT problems is taking time away from your business growth and development.

c. You’re starting to fall behind your competitors due to outdated technologies or IT methodologies.

d. Your organisation is expanding, you’re hiring new staff, and you need help scaling your technology infrastructure.

e. Industry regulations require you to implement cyber security measures you’re not comfortable tackling on your own.

f. You’re making a big IT move, such as digitising critical operations, putting an ITIL framework in place, or transitioning to cloud-based services.

Having access to top IT experts and help desk support is invaluable in all the above cases, as well as for general support requests whenever you need them.

How does the help desk support process work?

TechBrain follows industry prescribed IT help desk best practices at all times. If you need support, simply give us a call, or log a support ticket through our service desk software. We ensure all service requests will be dealt with in a timely manner.

One of our technicians or dedicated account managers will be in touch promptly to help you solve the problem asap. We only make use of the very best IT ticketing systems to ensure our clients receive the level of service they’ve come to expect from us! In the event we can’t assist you off-site, our awesome IT response team will come to you.

What about my in-house IT desk support team? What happens to them?

Many of our clients prefer to retain some level of IT support in-house, and that’s A-Okay! Our IT help desk in Perth will take on a supporting role, working with them to improve your company’s efficiency as a whole. In addition, our own IT help desk outsourcing services can be deployed in a reporting and remote monitoring capacity. We can assist with and advise on more complex projects, such as the configuration of cloud or automation services. We’ll be ready to assist whenever your in-house IT team needs us, ensuring you resolve the issue speedily.

Do I need to be at my computer when contacting the help desk?

Not necessarily. You can contact the IT help desk from any device. However, being at your computer can be helpful, as the support technician might need you to perform specific actions or provide information about what you see on your screen to diagnose and resolve the issue effectively and efficiently.

Is remote IT help desk support available for offsite workers?

Yes, we offer remote IT help desk support for offsite workers. Our skilled IT technicians are equipped to assist with a wide range of technical issues remotely, ensuring that your offsite employees receive prompt and efficient IT support.

Through remote access tools and effective communication channels, we can troubleshoot problems, provide guidance and resolve IT issues without the need for an on-site visit, maximising productivity and minimising downtime for your remote workforce.

Will my project be assigned a dedicated IT technician?

In some cases, particularly for large or complex projects, a dedicated IT technician or even a team of technicians might be assigned. This can ensure that there is deep familiarity with the project and that issues can be handled promptly and effectively.

On the other hand, for smaller projects, its best for issues to be handled by the first available technician. This can sometimes lead to less familiarity with the project, but rest assured TechBrain has robust systems in place for sharing information about ongoing issues and projects amongst all our staff and have a large team of qualified technicians on-hand to deliver excellent response times.

What hours is your help desk service available?

Our IT Help Desk service is available for a dedicated 10 hours each day 7:00 am to 5:00pm, providing continuous support during peak business hours. For issues that arise outside of these standard hours, rest assured that additional assistance is also accessible. We strive to ensure that you receive prompt, effective help whenever you need it, enabling your operations to proceed without unnecessary disruptions.

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