Secure IT Desktop Support
Our Secure IT Helpdesk Support service is a specialised form of technical support that not only helps users resolve IT issues but also ensures that all interactions, systems, and data are protected against security threats.
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.
Why Secure IT Desktop Support Matters
Managing IT in-house can be demanding. Teams are often stretched thin, juggling day-to-day support with strategic projects, all while trying to keep pace with fast-moving technology and growing security risks. That’s where Telesmart’s IT Desktop Support comes in - offering a practical, scalable solution that helps businesses stay secure, productive, and focused.
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-Effective
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.
Productive
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.
Optimised
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.
Scalable
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.
Adding a crucial layer:
Security
While traditional helpdesk services focus on functionality, we go a step further by adding a dedicated layer of security - protecting your systems, data, and users from evolving threats.
Empower your team with IT support that puts security first. From fast, secure troubleshooting and identity management to robust endpoint protection and compliance with NZ regulations, our helpdesk solutions are designed to keep your business safe and productive. Combined with a secure Internet and WAN setup - featuring firewalls, VPNs, email filtering, and zero trust access - you’ll enjoy reduced risk, faster issue resolution, and greater confidence across your organisation.
User Support with Security Front of Mind
- Troubleshooting hardware and software issues
- Password resets and access control
- Secure remote desktop support
Identity & Access Management
- Troubleshooting hardware and software issues
- Password resets and access control
- Secure remote desktop support
Endpoint Protection
- Ensuring devices (laptops, mobiles, etc.) have antivirus and endpoint detection
- Regular patching and updates
- Device encryption and secure configuration
Incident Response
- Detecting and responding to suspicious activity
- Logging and escalating security incidents
- Coordinating with cybersecurity teams
Data Protection & Compliance
- Ensuring data handling complies with NZ Privacy Act, GDPR, and other regulations
- Secure file sharing and backup
- Email filtering and phishing protection
Integration with Microsoft Security Tools
- Microsoft Defender for Endpoint
- Microsoft Intune for device management
- Microsoft Purview for data governance
- Azure Active Directory for identity management
Telesmart’s Secure IT Desktop Support offers tailored, per-user assistance for everyday technical needs - covering hardware, software, operating systems, and remote access - while adding a vital layer of cybersecurity. With advanced features like identity management, endpoint protection, incident response, and data compliance aligned with NZ regulations, it helps reduce the risk of breaches, resolve issues faster, improve your compliance posture, and provide peace of mind for both users and leadership.
Optional Add-Ons
Onsite IT Support
Monthly Commitment
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.
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.
What our customers say
Alison Van Wyk, Chief Executive Officer, Access Community Health
I would like to say that working with Telesmart has been very beneficial to our organisation. They have a variety of products, are flexible to changes to support our business during this unprecedented time and have a knowledgeable service team.
Chris Scott, Director, Harbour City Travel
The pressure on businesses due to the lockdown from COVID-19 has been immense. I want to give kudos to the Team at Telesmart for all their help. OSPRI have had our Contact Centre Team operational from home supporting our Customers and with Cloud Calling for MS Teams enabled for the rest of our staff. The pace at which deployment occurred was exceptional, if you are not yet sorted I highly recommend you touch base with the Team at Telesmart.
John Tucker, Head of Technology Solutions, OSPRI
I am so pleased to have a partner like Telesmart helping to support our business IT needs. Last year they helped us achieve our goal of moving to the cloud, so we are no longer reliant on on-premise infrastructure. It has meant through COVID-19 we have been able to continue with business as usual from our homes, and stay in touch through Microsoft Teams, which has been a brilliant tool for our staff.
Kelvin Wong, Chief Financial Officer, Connexis
When we made the decision to work from home, all of our staff were up and running instantly - and it's due to the technology from Telesmart. Our entire team is at home working seamlessly thanks to the Telesmart's hybrid work solutions.
Mandy Hancock, Chief Operating Officer, Acumen New Zealand
We are very happy we made the decision to work with Telesmart. They have been a friendly, proactive and responsive team, from sales and relationship management through to the technical team. Our experiences have been very positive, and we look forward to continuing to work with Telesmart to achieve our organisation’s technology goals.
Matt Newdick, Technology Services Manager, Beef + Lamb New Zealand
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
