IT Support

About Our IT Support

We are an Australian owned and operated business, with a local IT support service team based in Sydney – not an overseas call centre. Our commitment is to provide all businesses, including small business, with exceptional IT support and service. We attend to your call using everyday language, no techy jargon.

Business IT support offering:

A range of guaranteed response times, flexible and tailored pricing programs to suit your individual requirements.
Both on-site and remote support, we have you covered 24/7 across all cities and regional towns across Australia.
Service level agreements from 24×7 to regular business hours, however the keynote here is the consistency of our response!
Peace of mind by utilising a proactive preventative maintenance process, proven to provide your network with stability and prevent problems before they occur.

With the rapid change of Information Systems technological advancements in hardware, software, and network environment XpressTech has also adapted to provide a comprehensive list of IT services ranging from 24/7 help desk/remote support to fully managed IT support for existing infrastructure and cloud-based services across individuals requiring home-based assistance, small to medium-sized businesses to large companies across Australia.

While most IT issues can be solved remotely by our helpdesk and supportive team, we are also geared up to travel to your site where remote support is impossible. All our technicians are equipped with a complete toolkit of all the IT essentials to help solve your onsite IT issues.

XpressTech will take complete care and responsibility for your overall Onsite or Offsite IT infrastructure, hosted services, and your critical systems maintenance requirements. We are known for being an outstanding and responsive IT services provider by our clients.

XpressTech offers various IT Support packages which are tailored to meet your specific and individual needs.

Your Support Options

Prepaid IT Support

Prepaid IT Support services with XpressTech allows you to manage your own in-house IT Support service hours. Giving you full control of setting your budget and requirements as you may already have such thorough knowledge and just require that extra support to help through.

Clients are offered the convenience to contact our Help Desk and speak directly with an IT support technician for assistance with any computer software or PC issues. No matter which part of the world you are located, if you are connected to the internet, you can get connected to a XpressTech technician. The convenience and efficiency offered by online support means a technician can be assessing IT issues as soon as your service ticket has been lodged.

We pride ourselves on getting to know and understand our customers so that we can provide them with the right solutions. Our clients range from home users through to businesses of up to 500 staff.

Our technicians are highly qualified, well trained and have a proven track record of fixing problems quicker than our competition.

We also offer flexible pre-paid support packs instead of fixed contracts, helping to streamline and minimise your IT expenditure. Therefore, no matter where you are located, our support team is only a phone call away 7 days a week.

Casual IT Support

XpressTech provides customised casual IT support services for small to medium-sized businesses throughout the country. From server and desktop support to system upgrades and 24×7 monitoring, our professional on-site IT support services can be tailored to meet your exact requirements.

Whether you need to outsource your entire IT management or obtain support and advice at different times throughout the year. We can keep your IT infrastructure in tip-top shape and jump on any problems before they have an impact on your business operations. Our experienced technicians provide expert Sydney IT support services at a time and place that suits you.

Our aim is to deliver exceptional support services to complement businesses of all sizes. From start-ups to enterprises including support for in-house IT Departments. Our Systems Engineers are readily available to deliver innovative support services Australia wide through the support models.

The convenience and efficiency offered by online support means a technician can be assessing IT issues as soon as your service ticket has been lodged. Technicians and System Engineers are readily available to attend a client’s workplace. To assess their workplace environment and resolve any issues that could not be resolved remotely.

XpressTech understands that each business is unique. Our approach when developing IT support packages is to listen to our clients, acknowledge their requirements and most importantly understand and assess their IT environment. Once a thorough analysis is completed, our Systems Engineers will develop a flexible support package based on your requirements and budget.

Overall, our range of monthly IT support packages are designed to make it easier for you to identify the best solution that meets all the needs and expectations of your office.

Fixed Cost IT Support

A XpressTech Fixed Cost IT Support plans represents a commitment to building a longer term, more strategic business relationship with XpressTech. This allows XpressTech to take more responsibility for a client’s current IT stability and reliability; and for ensuring a client is aware of suitable technology trends and advancements that may be of advantage.

Under a XpressTech fixed cost support plan, a monthly fee is charge for a schedule of included services required to support your IT network. These included services are flexible but usually include such services as unlimited helpdesk, unlimited remote support services, remote monitoring, and a schedule of on-site visits, as required, and preventative maintenance of the network.

Additional managed services, such as occasional project work is also facilitated by the agreement but are not usually included in the monthly fee.

Our fixed Cost IT Solutions will use the latest tools to monitor your system from the smallest thing to the major functions. Our monitoring tools will keep an eye of your system 24×7; this will enable us to see potential issues even before they happen and act accordingly, so it won’t have any negative effect on your business.

It’s an all-win situation for you with our fixed Cost IT Solutions you get to have a fixed cost for your IT budget with a great peace of mind. Unlike in typical circumstances that you are used to you pay us as an investment for network up-time instead of paying for network-down time previously.

This investment will let you have your business operations running smoothly which is what you are supposed to do compared to worrying about issues that might come up in your system.

IT Outsourcing

IT outsourcing is the use of external service providers to effectively deliver IT-enabled business process. Also, application service and infrastructure solutions for business outcomes. IT outsourcing complexity is growing, and hybrid solutions are now necessary to support the evolution of the organization’s digital platform.

Outsourcing can be a feasible alternative, both for the interim and for the long-term. Maximize restructuring benefits. When you are restructuring your company to improve costs, quality, service, or speed, your non-core business functions may get pushed aside. They still need to be handled, however, and outsourcing is an optimal way to do this.

A company might outsource all of its data storage needs because it does not want to buy and maintain its own data storage devices. Most large organizations only outsource a portion of any given IT function.

IT Outsourcing gives you the benefit of having more than just one IT professional. And since it’s the core competency of the company, they can give you sound advice to put your information technology to work for you. IT Outsourcing your IT services provides financial benefits such as leaner overhead, bulk purchasing and leasing options for hardware and software and software licenses. As well as potential compliance with government regulations.

Improved technological services By outsourcing your business’s IT services to us, you can be assured that any future remote support you receive will be of the highest possible quality. This means that your technology will suddenly start to work for you, as opposed to the other way around.

We help businesses in this way every single day. Our IT technicians have become experts at solving technology problems which means your issues will be resolved quickly, easily, and efficiently.

Benefits of IT Support

Australian Phone Support

Our support team is ready to answer all of your support enquiries in a timely manner. We understand all of your requirements and believe communication is key to a successful relationship.

Ticketing System Support

Our ticketing system is advanced to ensure all your enquiries have been captured, delegated, and actioned. You receive thorough notifications at every stage of the life cycle of your support enquiry.

IT Consulting Services

We assess your requirements to ensure that you have the best solution tailored to your individual needs. Our team will provide you with the most comprehensive solution that is centric to your needs.

Knowledgeable Technicians

Our skilled team are ready and able to provide the know-how backed by innovation and customer service. All our technicians are well trained and ready to provide the optimal solution for your needs.

How It Works

The Benefits

Reduce overheads, free up resources
Avoid capital expenditure
Get access to specialized skills
Improve speed and service
Enhance tactical and strategic advantages
Provide the best quality services, products, and people
Be reliable and innovative
Provide value-added services
Increase customer satisfaction
Avoid the cost of chasing technology
Leverage the provider’s extensive investments in technology, methodologies, and people
Obtain needed project management and implementation consulting expertise
Reduce the risk of technological obsolescence and increase efficiency by consolidating and centralizing functions
Reduce the overall IT management burden while retaining control of strategic decision making

The Key Features

Formal contract with services defined by required service outcomes and term
May involve contracting out of all IT service functions and resources. Including helpdesk, network support, maintenance, and IT project work
Comprehensive Service Level Agreements, SLAs, define the scope of maintenance services supplied. SLAs cover such things as the number of desktop PCs, laptops and servers that should be operating. Number of help desk queries are to be managed, expected response times and action times
SLA ‘s are then measured on a regular basis to provide accountability to the client and may affect the final price of the service
Project work is usually outside the SLA scope and charged separately
IT procurement may be bundled into the service to gain further volume / cost benefits. This also provides significant efficiencies by having the one provider understand and be responsible for the entire IT environment, i.e. services and assets