IT Support

IT Help Desk
Support Perth

OUR SOLUTION

A trusted IT service
desk partner

Welcome to TechBrain’s IT Helpdesk service, your one-stop solution for all your IT-related issues and needs.

We have a dedicated IT department of support technicians who are trained to provide fast and efficient support so your business can run smoothly.

The technical expertise of our support technicians is key to this fast and efficient support as they have in-depth knowledge of hardware and software needs and a customer centric approach.

Whether you’re dealing with software issues, network connectivity problems, hardware faults or just need help with new technology, our helpdesk is here to help.

Open 10 hours a day 7 – 5pm with additional support outside of standard hours to ensure maximum uptime and productivity for your business.

Comprehensive Support

Our Perth based IT help desk team can handle a wide range of technical issues including:

  • Hardware and software troubleshooting
  • Network connectivity problems
  • Email and communication issues
  • Security and virus removal
  • Cloud service support
  • Remote access and VPN setup
  • Printer and peripheral device troubleshooting
  • Efficient management and resolution of support requests with advanced help desk software

No matter what industry you’re in our technicians have the knowledge and skills to provide solutions to your unique IT challenges.

At TechBrain we pride ourselves on great service.

Our commitment to excellence has given us an NPS of 86+, that’s how happy our clients are.

This high level of satisfaction is directly related to our service delivery; we focus on the needs and expectations of our clients to deliver high quality service across all interactions.

When you contact our IT help desk you can expect:

  • Fast response times and issues resolved quickly
  • Friendly, patient and clear communication from our technicians
  • A local team that understands the unique needs of Perth businesses
  • Ongoing monitoring and proactive maintenance to prevent future problems

Expertise You Can Trust

With over 20 years in the industry and hundreds of clients served, TechBrain has the experience and expertise to handle any IT challenge that comes your way.

Our team is up to date with the latest technology and best practices so we can provide solutions for your business.

Whether you need one off assistance or ongoing support, our IT help desk is here to help.Get in touch today to see how we can keep your technology running smoothly so you can focus on growing your business.

response team, headset on
SKILLS & EXPERTISE

Responsive IT help desk
support you can rely on

Skilled & Experienced Professionals

Our team is made up of highly skilled and experienced IT professionals who will provide top notch solutions and keep your business running smoothly.

We have expertise across a wide range of IT areas so we can resolve issues quickly and anticipate problems before they arise.

As your IT service provider, we are part of your service offering, dedicated to delivering high quality, timely support for incident resolution or service request fulfillment.

State-of-the-art IT tools & technologies

We use state-of-the-art IT tools and technologies to diagnose and fix issues more efficiently. Our team is always up to date with the latest technology so your business has access to the latest and greatest solutions and stay ahead of the competition.

Our managed services include IT infrastructure maintenance, cyber security, cloud solutions, disaster recovery and remote support so your business can run smoothly, maximise productivity and prevent disruptions.

User-friendly ticketing system

Experience simplicity and transparency with our user-friendly ticketing system. This easy-to-use platform allows you to track your issues in real time from reporting to resolution and have a clear and single point of contact throughout the support process.

We believe in empowering our clients with knowledge and visibility so we can build a stronger partnership.

10+ hours of availability

We know IT issues don’t follow a 9-to-5 schedule and neither do we.

Our team has a minimum 10 hours availability a day with additional nonstandard hour support available so your business can have maximum uptime. No matter when an issue arises our dedicated team is ready to deliver fast and efficient solutions.

Knowledge of evolving IT trends

We know the importance of staying ahead in this fast-paced digital world. That’s why we ensure our team is always up to date with the latest IT trends and evolutions.

By understanding the future of technology, we can offer advice and solutions that are not just right for your business today but will support your growth tomorrow.

Strategic Overview

Proactive IT support
saves time & money

A proactive IT service desk approach, based on IT service management (ITSM), focuses on identifying and fixing potential issues before they become costly downtime or significant productivity losses.

ITSM covers all activities involved in delivering IT to the business, including service request management, incident management, knowledge management, self-service and reporting which are key to managing the end-to-end delivery of IT services to customers.

By continuously monitoring systems, networks and applications the service desk can detect early warning signs of problems and take action.

This proactive maintenance is a core part of ITSM and helps prevent unexpected outages, minimises disruption to business operations and reduces the need for expensive emergency repairs.

In the long run this means significant cost savings by avoiding lost productivity, revenue and customer goodwill that can result from extended periods of downtime.

These proactive measures not only improve system reliability and security but also enable businesses to make informed decisions about their technology strategy.

By aligning IT investments with business goals and ensuring systems are running at peak performance businesses can maximise the value of their technology assets and get better returns on investment. This strategic alignment is a key benefit of IT service management.

By partnering with TechBrain businesses can focus on their core competencies and leave the complexities of technology management to the experts, ultimately saving time and resources that can be better invested in your growth and innovation.

FAQ

What business sizes does your help desk service support?

Most of our clients are SMEs but we also work with large government organisations and smaller entities like non-profits. Our technical support staff are equipped to support your organisation whether you need small scale or enterprise level ICT solutions. We have various service levels to suit your business needs and keep up with a fast-paced world!

How can I tell if my organisation needs a dedicated help desk service provider?

As a general rule of thumb, you should consider outsourced IT support when:

  1. You no longer have the skills and knowledge to deal with new hardware and software in-house.
  2. Trying to fix IT problems is taking time away from your business growth and development.
  3. You’re falling behind your competitors due to outdated technologies or IT methodologies.
  4. Your organisation is growing, you’re hiring new staff and you need help scaling your technology infrastructure.
  5. Industry regulations require you to implement cyber security measures you’re not comfortable tackling on your own.f. You’re making a big IT move, such as digitising critical operations, implementing an ITIL framework or moving to cloud services.

Having access to top IT experts and help desk support is invaluable in all the above cases as well as for general support requests whenever you need them.

How does the help desk support process work?

TechBrain follows industry prescribed IT help desk best practices at all times. If you need support just give us a call or log a support ticket through our service desk software. We will ensure all service requests are dealt with in a timely manner.

One of our technicians or dedicated account managers will be in touch with you straight away to help you fix the problem asap. We only use the best IT ticketing systems to ensure our clients get the level of service they expect from us! If we can’t fix it off-site our awesome IT response team will come to you.

What about my in-house IT desk support team? What happens to them?

Many of our clients prefer to have some level of IT support in-house and that’s okay!

Our IT help desk in Perth will support them to improve your business overall. In addition, our IT help desk outsourcing services can be deployed in a reporting and remote monitoring capacity. We can assist with and advise on more complex projects such as configuration of cloud or automation services. We’ll be there to support your in-house IT team whenever they need us so you can resolve the issue quickly.

Do I need to be at my computer when contacting the help desk?

Not necessarily. You can contact the help desk from any device. However, being at your computer can be helpful as the support technician may need you to do some actions or provide information about what you see on your screen to diagnose and fix the issue efficiently.

Is remote IT help desk support available for offsite workers?

Yes, we offer remote IT help desk support for offsite workers. Our skilled IT technicians can assist with a wide range of technical issues remotely so your offsite employees get prompt and efficient IT support.

Through remote access tools and communication channels we can troubleshoot problems, provide guidance and resolve IT issues without the need for an on-site visit, maximising productivity and minimising downtime for your remote workforce.

Will my project be assigned a dedicated IT technician?

In some cases, especially for large or complex projects a dedicated IT technician or even a team of technicians may be assigned. This ensures there is deep knowledge of the project and issues can be handled quickly and efficiently.

For smaller projects it’s best for issues to be handled by the first available technician. This can mean less knowledge of the project but rest assured TechBrain has systems in place for sharing information about ongoing issues and projects amongst all our staff and have a large team of qualified technicians on-hand to deliver fast response times.

What hours is your help desk service available?

Our IT Help Desk service is available 10 hours a day 7:00 am to 5:00pm, Monday to Friday. For issues that arise outside of these hours don’t worry, additional support is available. We will ensure you get help when you need it so your business can keep running without interruption.

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