Responsive IT Desktop Support for Seamless Productivity
Ensure your team is always up and running with Telesmart’s IT Desktop Support services. Our support is provided on a per-user basis, allowing us to cater to your company’s requirements.
Managed IT
Hardware Support
Diagnosis and resolution of hardware issues such as failed components, faulty peripherals (e.g., printers, scanners) and hardware upgrades.
Software Support
Assisting users with software installations, troubleshooting application-related problems, and ensuring desktop software is up to date.
Operating System Support
Helping users with operating system-related issues, such as configuring settings, resolving errors, and providing guidance on system updates.
Remote Assistance
Support of remote users, troubleshooting issues over the phone, via email, and using Remote Desktop access tools.
Optional Add-on
Onsite IT Support – Monthly
Our onsite IT support offers a personalised and hands-on approach to resolving your IT issues promptly and effectively, minimising downtime and disruptions to business operations. This add-on is particularly beneficial in situations where remote assistance is not feasible, or where physical intervention is required to address problems.
Addressing your Challenges
In-house IT teams may face multiple key challenges that can impact their efficiency and effectiveness. Here are some of the potential pitfalls:
Resource and Budget Constraints
Limited budgets can restrict the ability to invest in new technologies, hire additional staff, and provide training. This often leads to teams being stretched thin and unable to meet all demands.
Talent Recruitment and Retention
Finding and keeping skilled IT professionals is difficult, due to high demand and competition. This can lead to gaps in expertise and increased workload for existing staff.
Keeping Up with Technological Advancements
Rapid technological changes require IT teams to continuously learn and adapt. Staying current with the latest tools and technologies can be both overwhelming and resource intensive.
Workload Management
Balancing day-to-day operations with strategic projects can be challenging. IT teams often struggle to prioritise tasks effectively, leading to burnout and decreased productivity.
Unlock the benefits of our IT Desktop Support Services
Get fast help with issues, expert advice, and regular maintenance. Our IT support gives you personal help, and helps you get more done. Check out how we can make your work easier and more efficient.
Cost-Effectiveness
Save Money and Boost Efficiency with Outsourcing
Outsourcing IT Desktop Support can be more cost-effective than maintaining an in-house team. Outsourcing can reduce your expenses related to salaries, benefits, training and infrastructure. IT Desktop Support should be considered an investment; it can ultimately save you money, by reducing your need for costly repairs or replacements caused by neglected issues. Additionally, efficient support can prevent productivity losses associated with extended downtime.
Expertise
Keep Your Business Running Smoothly
Our IT desktop support team comprises knowledgeable professionals with extensive expertise in various IT areas. By choosing Telesmart you can leverage our team's skills in troubleshooting complex issues, implementing new technologies, and providing comprehensive guidance on IT-related matters. By partnering with us, organisations ensure they have access to the latest technological advancements and expert advice, enhancing their overall IT infrastructure and operational efficiency.
Productivity
Boost Productivity with Fast IT Support
Our IT desktop support team excels at promptly resolving technical issues, significantly reducing downtime for employees. This efficiency allows staff to remain focused on their tasks, thereby enhancing overall productivity. By ensuring that technical problems are swiftly addressed, we help organisations maintain a smooth workflow and prevent disruptions that could hinder employee performance. Partnering with us means your team can work more efficiently and effectively.
Optimisation
Better Performance and Reliability
Our IT desktop support team gives easy-to-understand advice to improve your IT setup. They find areas that need fixing, suggest upgrades, and make sure everything runs smoothly. By using their knowledge, your organisation can improve IT performance and keep systems reliable. Partnering with us means your IT setup will always be up-to-date and efficient, meeting your business needs.
User Satisfaction
Positive and Productive Work Environment
Reliable technical assistance fosters a positive work environment and boosts user satisfaction. Promptly addressing IT issues makes users feel supported and valued, leading to higher productivity. By ensuring timely support, organisations create a harmonious workplace. Partnering with us means your team always has the support they need.
Scalability
Flexible IT Support to Match Your Business Needs
You can easily adjust your support levels based on demand, which is especially useful during peak times or special projects. This flexibility ensures you have the right amount of support when you need it most, without overcommitting resources during quieter periods. By scaling support efficiently, you can maintain optimal performance and cost-effectiveness, adapting to the changing needs of your business seamlessly.
Improved Focus
Free Up Your Team to Focus on Growth by Outsourcing IT Tasks
By outsourcing routine IT tasks, your internal team can dedicate more time to strategic initiatives that drive business growth. This shift allows your IT professionals to concentrate on high-impact projects, such as improving system efficiencies, and enhancing your business processes. With routine tasks handled externally, your team can focus on innovation and long-term planning.
Proactive Monitoring
Proactive IT Support to Prevent Issues and Maximise Productivity
Our IT desktop support team continuously monitors your systems to identify and address potential issues before they become major problems. This proactive approach helps prevent downtime, enhances system performance, and ensures a smooth and reliable IT environment. By catching issues early, we can maintain optimal functionality and support your organisation's productivity. Partnering with us means your IT infrastructure is always in good hands.
Optional Add-On: Enhance Your Experience
Take your experience to the next level with our Service Delivery Management.
Service Delivery Management
Consistent, High-Quality Service
Our IT desktop support team can ensure efficient service delivery by managing all aspects of your IT support. This includes monitoring performance, ensuring Service Level Agreement (SLA) compliance through prioritisation and task assignment, and improving service quality. A dedicated account manager oversees the process, ensuring consistent, high-quality IT services. Partnering with us means a well-managed, responsive IT support system, enhancing your operational efficiency.
Customer Liaison
Connects customers with our technical helpdesk, ensuring clear communication and prompt issue resolution.
Change management
Notifies customers of any recommended changes, and their impact. Ensures any changes are scheduled, and disruption to your business minimised.
Escalation management
Escalates customer issues to our technical team, and proactively manages resolutions.
Service Quality Assurance
Oversees the quality of the services we deliver, ensuring they meet our agreed standards and are delivered on time.
Issue Resolution
Handles any reliability issues that may arise, coordinating with our technical teams to resolve them promptly.
Performance Tracking
Monitors key performance indicators (KPIs) to assess the effectiveness of our service delivery, and implements improvements as needed.
Secure Score
Manages MS Secure Scores, implementing recommended changes to ensure the very latest security configurations to optimise your overall security posture.
Why Choose Telesmart?
Telesmart provides a boutique, personalised helpdesk service tailored to your specific requirements.
We offer a single point of contact with one consolidated invoice for all your ICT needs. We are one of a handful of companies in New Zealand that can deliver and manage your entire ICT needs, from IT Helpdesk (including Microsoft Licensing) and Managed Network (LAN, WAN, Internet), Telephony and Contact Centre, to Security, Meeting Rooms, and Associated Hardware, all under a single Service level Agreement.
Uncover our fully managed IT services: Dive In!
We offer a variety of services to meet your needs, from customised solutions to expert guidance. Dive in and find out how we can support you in reaching your objectives.
Desktop Support – Tier 1
Log tickets, categorise, prioritise and attempt first point resolution or escalation to Level 2 or Level 3 Support. Typical Tier 1 issues include:
- Password Resets
- Account Lockouts
- Basic Hardware Troubleshooting
- Basic Application Troubleshooting
- Software Installation and Setup
- Connectivity Issues
- Printer Problems
- Basic Email Support
Third party providers
Manage and log incidents with agreed third party providers.
Device Warranty
Management of desktop and laptop warranty returns for Telesmart supplied equipment.
Microsoft Secure Score Management
Work with your Telesmart Service Delivery Manager to improve and maintain your Microsoft Secure Score to an agreed target, with a minimum score of 65%.
Note: Some improvements require upgraded licensing or significant pieces of work that may be chargeable.
Desktop Support – Tier 2 & 3
Logging of desktop and application related issues. Advanced service request resolutions escalated by Tier 1. Typical tasks include:
- Advanced Hardware Troubleshooting
- Advanced Application Troubleshooting
- Licensing Management
- System and Network Security
- Major System Upgrades
- Root Cause Analysis
IT Desktop Support Shared Device
Manage shared devices, which are not dedicated to a user. Examples of shared devices include printers and point of sales (POS) terminals that need to be monitored and patched.
Onboarding and Offboarding
Onboarding and Offboarding is included within the service.
Intune must be deployed for this service. If required, we can provide Intune deployment (8 hours, charged at Telesmart’s standard rate card). This assumes appropriate MS licensing is already deployed, and is subject to review.
MS 365 Base Components
Manage your Microsoft tenancy, including:
- Exchange Online
- OneDrive for Business
- SharePoint Online (excludes design)
- Microsoft Defender for Office 365
- Microsoft Defender for Endpoint
- Office Applications
- Microsoft Entra
- Microsoft Teams
- Microsoft Intune
- Licensing Management
Windows Operating System support
Microsoft Windows patching and support.
Domain Management
Manage domain(s) in Microsoft 365.
Documentation
Maintain existing documentation relating to your service.
Microsoft License Management
Manage Telesmart-supplied Microsoft licenses, including advice and regular review of your in-use licenses.
Desktop monitoring and patching
Monitor and pro-actively patch desktop/laptops, utilising our automate agent as per an agreed patching strategy.
Application Support
Support agreed primary line of business applications.
Helpdesk Hours
Business hours support from 8am to 5pm, Monday to Friday
Excludes New Zealand Public Holidays