Mercury IT's Managed IT Services are an effective way to ensure your Gold Coast business IT needs are met. As a Managed IT Services client in Gold Coast, you get access to an entire team of skilled experts within a cost-effective framework, allowing you to focus on your business, leaving your IT to a dedicated team of professionals. Break-Fix Helpdesk and Support are an integral part of our Managed IT Services in Gold Coast, however Managed Services are so much more. It includes proactive maintenance and basic cybersecurity and can be tailored to include IT planning and strategy, compliance, governance, and advanced cybersecurity
Managed IT Services Gold Coast can include both Fully Managed, where the client has no in-house IT staff, or Partially Managed or Extension Services, where the client may have a small team of in-house IT staff and require specialised expertise in certain areas.
Why Choose Mercury IT Managed IT Services Gold Coast?
- We create solutions to our client's challenges using innovative and intelligent products and services
- We are brand agnostic and look for the right product and service to suit our client's requirements and strategy
- Flexible, scalable contracts, tailored to your requirements, longer term contracts can have locked in pricing agreements
- Trial periods can be arranged for new clients to allow us to demonstrate our capability and expertise
- No contract options available
- When project deliverables have been scoped and agreed, we give you a fixed price quote for your project and we will deliver the project as agreed, only changes to scope outside our control will change the billable price
Learn more about our IT Services
What is included in a monthly
Managed Service Agreement:
Service Team (Helpdesk)
Firstly, everyone you deal with at Mercury IT is based in Australia, we do not off-shore any of our services and this includes our Service Team. Secondly, you can log service requests via email, web portal or talk to one of our helpful team by telephone, the choice is yours. Our Service Team are our hard working generalists that work tirelessly, completing move, add, change requests and fixing the day to day issues that occur.
Our support and service desk capability allows end-users to have issues or complaints about their IT environment dealt with in an efficient manner.
The helpdesk conducts troubleshooting and resolves end-user enquiries, escalates tickets to Senior Engineers as required and within SLA timeframes or, for tickets requiring specialised support (i.e. complex network support issues) assigns them to the appropriate team. We will provide helpdesk support and maintenance including triage and collaboration as required, this includes all fault finding and troubleshooting of hardware and software as necessary on all workstations as well as updating the system and application software.
- Unlimited Service Desk Support
- Reactive Onsite Support
- System Maintenance
- Patch Management
- Proactive Review
- Health Checks
- Device Monitoring
We have a team of engineers operating from our Service Desk who monitor critical client systems via real-time monitoring dashboards and alerts as well as performing regular maintenance tasks scheduled in with your internal IT team.
This team responds to server events based in a proactive and reactive manner; this means that through monitoring and regular maintenance we aim to prevent issues from occurring while also providing recommendations for any changes, updates or other work that should be performed to ensure the continued operation of the environment.
There are four main components of an
IT Managed Service:
It is an unfortunate reality, that at some point, technology will break. Whether it is an account locked out, hardware wearing out, application integration issues, operating system issues or pretty much anything that is either software or hardware driven, issues will occur. IT issues are frustrating and can cause downtime, inefficiency and can damage reputations so it's imperative that your IT team respond rapidly and resolve the issue quickly.
Mercury IT has been providing Break - Fix support for over 14 years and our knowledgeable and skilled staff are adept at investigating and troubleshooting issues. When active current hardware warranties and support agreements are in place, we also manage the vendor escalation requirements as required. Where customers have a have a current active support agreement in place, we also manage software vendors when software issues occur. This assists with the rapid resolution of complex issues where there are multiple vendors by providing a single point of coordination and communication.
Server Maintenance
Includes maintaining current service and security patches as well as checking backups, server health, event viewers and hardware status and proactive fault finding.
Desktop Maintenance
Includes maintaining current service and security patches for desktops as well as checking desktop health, event viewers and hardware status and proactive fault finding.
