Managed IT Support — Australia & Pacific
The Helpdesk’s Helpdesk – Focus your internal IT resources on business value
The continuing issue faced by chief executives around the world is how to move the core IT function towards value creating activities. Scarce IT resources, increased technical complexity, evolving technology and unrelenting business growth normally mean that IT departments are generally spread too thin. Netcraft recognises this and provides opportunities and solutions to our clients to address these issues.
We have developed a support solution to allow you to shift your core IT capability to value creating activities such as Business Intelligence whilst still offering high levels of user support and systems availability.
Our solution focuses on becoming the helpdesks’ helpdesk. By keeping a smaller internal level 1 helpdesk, you can continue to offer highly responsive support that your internal clients demand.
By limiting it to level 1 support, you can then focus on your core team without hiring level 2 engineers which are generally underutilised.
Beyond this, this is where we step in. With our support product, we can provide a wide range of seasoned and skilled staff along with providing our expertise at a fixed cost. We are able to shape our support structure across your assets so that you get the best match of cost and service.
Netcraft offers the following service levels custom tailored to your IT assets:
| Services | Description |  Monitor |  Patch |  Configure |  Break Fix |  Change |
|---|---|---|---|---|---|---|
| Bronze | Peace of mind in knowing that your network is being watched by the industry’s best | ✓ | ||||
| Silver | Ensure that your systems are secure and performing the way they were designed to | ✓ | ✓ | |||
| Gold | Focus on your business and let us worry about your systems | ✓ | ✓ | ✓ | ✓ | |
| Platinum | Complete advanced support for your critical business systems | ✓ | ✓ | ✓ | ✓ | ✓ |
Frequently Asked Questions
›What is the “helpdesks’ helpdesk” model?
Your internal IT team handles fast, business-context level-1 support; we provide the level-2 and level-3 specialists behind them. You keep customer-facing responsiveness while we provide deep expertise without you having to hire (and underutilise) senior engineers.
›What support tiers do you offer?
Four tiers: Bronze (monitor only), Silver (monitor + patch), Gold (monitor, patch, configure, break-fix) and Platinum (everything plus change management). Each tier can be applied selectively per system so you pay for the right cover on the right asset.
›Do you provide 24×7 support?
Yes. Our engineers are on-hand 24×7 from our Adelaide head office and Fiji branch, with phone +61 8 8133 3333 covered around the clock for active support contracts.
›Where is your support team based?
Our primary support team is in Mawson Lakes, Adelaide (South Australia), with a Pacific branch in Suva, Fiji. Both offices share a 24×7 on-call roster.