A Sydney-based, ITIL-aligned service desk that talks like your business — not like a script. L1, L2 and major-incident management on a per-user or per-ticket basis, with the option to white-label as your internal IT brand.
Local 1300 number, queue depth published in real time, callback option for queues over 90 seconds.
Branded with your name. Knowledge-base, request catalogue, ticket history, SLA tracker.
Native bot — log a ticket, ask a knowledge question, check status without leaving the chat your people live in.
Auto-classified, auto-routed, with ML-driven duplicate detection. Service-desk-as-a-shared-mailbox done properly.
For larger sites we can run an on-site Tech Bar — face-to-face support for two days a week, by appointment or drop-in.
Optional Claude- or Copilot-powered triage agent that handles password resets, status queries and FAQ work before the ticket reaches a human.
Ticket lifecycle owned end-to-end with documented enrichment, prioritisation and routing rules. No "lost in the queue" tickets.
P1s trigger a dedicated MIM bridge — incident commander, comms lead, technical lead — with status updates every 30 minutes and a post-incident review inside 5 business days.
Every recurring ticket becomes a KB article. We measure deflection, not just tickets closed.
Monthly service-improvement plan signed off in your governance meeting. Top-5 ticket drivers and the work being done to retire each one.
We are certified across ServiceNow, Microsoft Service Manager, Halo, Freshservice, Zendesk and Atlassian Jira Service Management. If you don't have an ITSM platform, we'll bring ours — fully customer-branded, included in your monthly fee.
