Support as a Service

Full end-to-end support so staff focus on their work not the IT infrastructure

Support as a Service

1ICT provides a total solution of hardware, software and support to set your workplace up with a best practices service.

Our 130+ IT professionals and 300 agent network across Australia deliver new IT hardware infrastructure and after sales support services.

1ICT’s three areas of Support as a Service focus are:

  • A tailored, efficient business solution for your organisation.
  • Full end-to-end support providing infrastructure that will alleviate technical issues so staff focus on their work not the IT infrastructure.
  • Continuous Service Improvement to help you stay relevant in your industry.

Our Support as a Service delivers ongoing cost benefit and first-class professional services.

What You Get

Managed Support Services

Our hybrid ON-shore/OFF-shore Support Desk model is cost effective and flexible. Easily scale up or down as needed, putting you in command of your Support Desk resources and budget.

IT and Compute Devices

1ICT’s Support Desk and Field Teams work seamlessly across all our services, including Imaging Services, White Gloves Services, Incident Management and Service Request Management.

Ticket Management

Full access to a Ticket Management System – a comprehensive solution complete with your own ‘Client Portal’ access and full mobility for our onsite engineers.

Managed Field Services

Onsite engineers come as part of our HelpDesk support, extending our services to  remote support when required, supporting not only IT devices but also Electrical and Data related issues.

Networks

Onsite engineers come as part of our HelpDesk support, extending our services to  remote support when required, supporting not only IT devices but also Electrical and Data related issues.

1ICT Points of Presence

Leverage from our strong business partnerships, 1ICT offers local engineering support in over 850 locations across Australia. Wherever you have a presence, we have field services.

Vendor and Procurement Management

This service allows 1ICT to manage all Vendor warranty issues across all key Vendors providing the peace of mind that correct part(s) are ordered from the appropriate Vendor.

Once all parts have arrived and receipted against the ticket, the Engineer can arrange the repair of the device as appropriate. 1ICT then returns the broken part(s) to the Vendor within the defined timeframe so as to not incur additional costs. For devices not covered by warranty, a written report will be prepared to assist in providing a quote to repair or replace the device

Procurement services is also covered by our Vendor Management as we will work closely with the Vendors to ensure that the right compute devices or software solution is provided and is supportable. 1ICT will then place the compute device on your Purchasing Portal allowing easy to access and flexible purchasing decisions across stand devices.

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