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Helpdesk Support

Helpdesk Support

Reach out to the Sydney’s most reliable IT services provider.

Solutions for helpdesk support needs.

CITCOM provide a full Call Centre and Help Desk Service for the purpose of providing fast and efficient fault resolution. Whether via telephone support or remote access you have a full engineering team at your call.

This is an ideal solution for those businesses who want to have their I.T. systems and all staff supported without the huge expense of a dedicated Help Desk or Call Centre.

With our custom developed call logging and tracking system we can monitor all service requests from the time a user calls with an issue right through to its resolution. Reports can be generated from our system at any time to our clients and often can highlight areas to a business where users may need training or systems need to be upgraded. A useful tool in the fast growing I.T. arena to help your business stay ahead.

All Citcom Help Desk staff have a wide range of experience in Microsoft Server Operating systems, Microsoft Applications, plus additional expertise in routers, backup software, antivirus software and a number of other standard applications.

If permission is provided, our Help Desk can also remotely connect to any server or user to further enhance our support. By doing this we can not only attempt a much faster resolution, but also reduce your costs by not involving any travel component to engineering support.

Should any issue not be able to be resolved via the Help Desk all calls can be escalated to meet your needs. These calls can be escalated to our on-site engineering team, to your own dedicated professional, or to the original supplier. Whatever escalation process you want we will put in to our system and follow accordingly.

Pricing for this service can be tailored to meet your needs and budget. We can either average the number of calls monthly and provide a fixed monthly cost, or alternatively use a “per call” basis and you only pay a set rate per 15 minutes. Either way you will find this service the most economical solution for providing full user computer support.

Reliable IT Services for Your Businesses

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Quick response

We are available for your assistance 24/7, on the help desk, remote support & on-site, with all kinds of expertise meeting your IT support needs.
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Experienced

12+ years of experience in the field of Managed IT Service  & technology solutions offering insights to different industries.
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No geek speak

We make no false promise, while our services are well structured backed by technicians who hold valid IT & English language certification.
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Business savvy

We collaborate with your business, take in-depth knowledge &  analyse the requirements, before designing appropriate technology solutions maximising your benefits.
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One Stop Shop

From managed IT service, to networking solutions, from hardware to software management, we take care every IT needs of an organisation.
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100% Satisfaction Guarantee

Our service is customer-centric, so once we collaborate, we make sure the entire process is hassle-free and professional.

CITCOM clients with support agreements receive these benefits

On-Call Help Desk Support
Immediate assistance for your technical issues with a dedicated help desk team available around the clock, ensuring swift resolution and minimizing downtime.
Priority Response
Enjoy accelerated response times, prioritizing your inquiries or concerns to swiftly address and resolve critical issues, ensuring minimal impact on your operations.
On-Call Engineering Expertise
Access to a team of experienced engineering professionals ready to provide specialized technical insight and solutions whenever needed, enhancing the efficiency and effectiveness of your operations.
Reduced Hourly Rates
Benefit from cost savings with lowered hourly rates, ensuring that you receive top-notch support and expertise without compromising your budgetary constraints.
Service Reports
Receive detailed and transparent reports outlining the services provided, issues resolved, and performance metrics, offering insights into the effectiveness of the support and enabling informed decision-making.
Dedicated Account Management
Experience personalized service with a dedicated account manager who oversees your support needs, ensuring clear communication, understanding of your requirements, and proactive management of your account.

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