KMT IT SUPPORT DESK
A help desk that will help you fix your IT issues once and for all
Professional Help Desk to solve your IT issues
Our IT support desk is located in Melbourne, meaning your IT support issues are handled by a local team dedicated to your business. Your local help desk team will become an extension of your team providing IT support both on and offsite.
Our service desk is a step ahead of the rest. Our WHY is to Change the Game of managed IT services and we always put people and relationships first, ensuring we deliver the best IT support to our clients.
All IT support requests are managed by a Customer Experience Manager who will triage your help desk request. Meaning your IT issue will be sent to the right person the first time means a faster resolution time. In addition to this ‘Quick Fix’ issues such as password resets and locked user accounts will be solved during your first call to the service desk.
Our teams operate in small teams consisting of level 1, 2 and 3 engineers. Each team manages a small number of clients to provide familiar, personal service backed by the full strength of our wider team.
Our communication is seamless, personal and efficient, which means your technology will get fixed faster making your teams are more productive.
OUR UNIQUE HELP DESK APPROACH
Enjoy a full service IT support team at your service
Transparency across your IT infrastructure
We love a dashboard! Our tools provide you with transparency across your systems and hardware. Enabling you to make data-driven decisions on when to replace outdated hardware, information on achieving efficiencies and saving money and full transparency over how we are performing.
Predicable IT Costs
No more break fix, charge by the hour! Our help desk packages are based on a monthly IT service fee. This ensures we work extra hard to fix any pesky ongoing issues so we minimise the number of times your teams are having to log tickets with our help desk teams.
Proactive Backups and Maintenance
We are known for finding and fixing issues that other MSPs have not. Since 2010, we have innovated, honed and perfected our tools which will provide your business with peace of mind and a standard operating environment. Maintenance and backups are scheduled and regular meaning that you always have the latest patches and your business data is safe in case of a disaster and we need to action an incident response plan.
Industry leading service desk processes
Our service desk processes have been developed to provide our clients with a consistent and repeatable customer service level. Our help desk technicians all go through a training program and are certified to ensure we provide remarkable service to our customers. Our service desk teams are built around the principles of incident and change management with service levels determined by ticket severity and impact for faster resolution.
Comprehensive Onboarding program
Our onboarding program is thorough and will give your business the confidence that they have made the right choice to partner with KMT. A well-planned process with a few lovely surprises for your teams along the way! You will have all of the information at your fingertips via our Onboarding Portal leaving your teams informed and in control every step of the way.
Quarterly business reviews & account management
Working closely with your business, your dedicated Account Manager will help you achieve your targets with the right technology solutions. Regular meetings and business reviews will ensure you have the right roadmap and IT strategy future-proofing your business and setting you up for success.
“We have recently onboarded with Kaine Mathrick Tech and the process has been fantastic. We have dealt with a few other MSPs in Melbourne and their process and service have been far superior to either of these. Everyone within the business has been impressed with how the new technology partnership is going and how quickly their IT issues are being resolved. We are looking forward to a fantastic partnership with these guys!”
Emma Davis – KSR Partners