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COVID strikes again in Feb, but nothing keeps our IT Support team down!

Published on: March 1st, 2021
Last edited: April 28th, 2021

IT Support Desk Update

Snap lockdown causes work from home panic

Welcome Back to Work kit

Just as we all breathed a sigh of relief and life in Melbourne was returning to normal our IT support team was tested once again.  We all thought that the worst of COVID was over.  But alas, Melbourne was struck again and Victorian residents were subjected to a snap, circuit-breaker 5 day lockdown.    Once again, businesses were sent into a spin and were required to mobilise their workforce with only a few hours to pivot.  Our support desk was inundated with IT support calls.  The team required to provide urgent IT support and advice on working remotely.    Therefore our teams were required to work long hours to resolve tickets in a timely manner.

Similarly, our IT Support Team were enjoying some face to face contact, they were rotating in the office allowing everyone to catch up in person.  Considering we have just renovated our office, the girls and guys enjoyed once again working on site.  When restrictions eased on the 26th of Feb, we were able to resume 75% of the workforce on-site and provided Welcome Back to Work kits (thanks to the team at Momentum Marketing) were greatly appreciated by the team.

TCO365 – Cloud Telephony launched

TCO365

To add to our growing range of IT services, KMT launched the TCO365 cloud phone system.   Our focus goes beyond just keeping our clients ‘lights on ‘.  We work with every one of our clients to help transform their business, building their IT systems to drive business results and helping them grow.

TCO365 means our clients can stay connected to their staff and clients wherever they are working from.  Designed to replace legacy phone systems and a robust cloud-based phone system.  Providing staff with the tools they need to communicate and collaborate regardless of their physical location.  Not to mention the cost savings!

If you are interested in learning more, contact us today.

Our IT support team continues to grow

Natasha Woodward

As our client base is growing, so are we.  We welcomed 3 new team members to our team in February:  Aleks Adamovic, Joshua Todd and Dinithra Fernando – we welcome them to the team.  In fact, our new team member Joshua had a bit to say about his first few weeks at KMT:

“I’ve just recently joined KMT as a Level 1 Service Desk technician. So far, my experience has been nothing short of great. I have been welcomed into an awesome team with supportive members.  These are people I can rely on to help me when I need it. My Team Leader has done an amazing job of introducing me to the tools and systems I use each day.  My teammates have done an excellent job in assisting me, as well as being very reliable.

I’ve done remote work and onsite work already, and I feel like I’ve learned so much in such a short amount of time. This job is so rich in knowledge and skills and I’ve only just begun. My future at KMT feels bright and I’m so glad to be here. This is a workplace I can see myself being in for many, many years and I hope the rest of the team feels the same.” says Joshua Todd.

We are still in the market for some new talent – if you are looking for a new challenge or want to join our team of Game Changes, make sure you keep an eye on Seek or our Careers page.

How did we do this month?

As usual, we are transparent about how our IT Support teams are going – good or bad.   February saw an increase in tickets by over 13%, hardly surprising due to working from home requirements.  Our CSAT score was strong for the month at 94%.   All in all a great effort by the team.

IT Support Desk Update

 

We also launched a new page to help our customers lodge a support ticket and an easy to watch 40 second video.  If you are unsure how to lodge an IT support ticket – refer to our IT Support help page.

Summary
IT Support, MSP, Managed IT Services
Service Type
IT Support, MSP, Managed IT Services
Provider Name
Kaine Mathrick Tech,
2/484 Graham St,VIC-3027,
Telephone No.0412038222
Area
Australia
Description
Our Managed IT Services (MSP) provide your business with its own IT department & strategic adviser that cares about your business as much as you do. As a client, you will have your very own IT Support Team to look after any business IT issues. We pride ourselves on being the Human Face of Tech.

Need more?

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Summary
IT Support, MSP, Managed IT Services
Service Type
IT Support, MSP, Managed IT Services
Provider Name
Kaine Mathrick Tech,
2/484 Graham St,VIC-3027,
Telephone No.0412038222
Area
Australia
Description
Our Managed IT Services (MSP) provide your business with its own IT department & strategic adviser that cares about your business as much as you do. As a client, you will have your very own IT Support Team to look after any business IT issues. We pride ourselves on being the Human Face of Tech.
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