IT help desk
The Secure Nerds help desk answers phone, email and remote support requests during business hours AEST, staffed by people who already know your environment. Most issues are resolved in a remote session. Help desk is included in the managed package from $1,000 per month for up to five users; onsite visits are charged separately where we attend.
The measure of a help desk isn’t how many tickets it closes. It’s whether the person who answers already knows your systems, so your team doesn’t have to explain the business every time something breaks.
What’s included
A small team that has seen your environment before, rather than a queue that starts from scratch on every call.
Most issues are fixed in a remote session while you’re still on the phone. A site visit is what happens when that genuinely won’t do it.
So recurring problems get spotted and fixed at the cause rather than reset weekly.
Day-to-day support is covered. A migration, a fit-out or a hardware rollout is quoted and approved separately, so support costs stay predictable.
Common questions
No, and we’d rather say so plainly. The help desk runs business hours AEST. What does run around the clock is the security operations centre watching for intrusions — those are two different things and plenty of providers blur them.
There is no per-ticket charge for day-to-day support. If call volume points to an underlying problem, we’d rather fix the cause than meter the symptom.
Whichever you prefer. Most clients let staff call us directly and have the monthly report come back to the owner or office manager.
Last updated
Also part of the package
Next step
Tell us what you’re running now and we’ll come back with a scope and a price in writing.