Remote IT Support

One of the key ways we service clients is to provide IT support remotely. Our Response Team is just one of our four Service Delivery Areas that TechBrain Managed IT Service offers.

TechBrain has called its IT Help Desk in Perth the Response Team because that is exactly what they do – they respond, fast. Most importantly, TechBrain delivers a consistently strong service based on a process that reduces the number of tickets as well as the time it takes to resolve those tickets. We are truly invested in solving your IT issues and want the best experience with all our clients..

TechBrain’s Response Team

The essence of TechBrain’s Response Team is to resolve issues, manage client expectations and to identify patterns and issues in our process and delivery to ensure we improve. Some services that we offer include on-site IT support, security monitoring, remote access tools, the most updated diagnostics software, remote connectivity, and first level support of third party desktop software. Our Response Team are your first line of defense. If you need IT support, our Response Team can provide:

• A single point of contact for reactive support
• Phone, email, a support portal, and monitoring alarms
• A relational support model based on the client’s specific needs
• Escalation of reactive issues within the engineering team and, where necessary, to on-site support

The performance of the Response Team is measured by happy clients and we quantify that using the Net Promoter Score. Our Response Team engineers feel they have a rewarding job because clients get to know them and they enjoy the strong client relationships that they develop.

On-site support

For issues that can’t be resolved remotely we have dedicated specialists who provide exceptional on site support to clients. Well trained, experienced, friendly and with strong communication skills, our on-site Response Team engineers are loved by our customers.