100% Australian IT Helpdesk
Ryve provide all their IT Helpdesk entirely from Australia. We believe it provides a number of benefits over off-shoring resources that ensures a higher quality of Business IT support for our customers.
IT Helpdesk Security
Legislation around security is always changing. There has been significant movement with the legislative changes in the Australian Privacy Act and the introduction of Europe’s General Data Protection Regulation (GDPR) during 2018.
Regulations will continue to change to keep pace with the security threat landscape to protect Australian identities and data, so Ryve are future proof regarding the location of the team and customer data.
A number of high impact security incidents recently have started with an IT Service Provider, ending with customers losing access to data and systems for extended periods of time. Ensuring that your IT team have strong security controls is imperative.
Over the past 10 years, the phone and remote support based IT Helpdesk have been the norm. This leads to a lack of engagement with customers employees, and a lack of understanding of the environment that that they are operating within. Efficiencies and positive outcomes are more common when there are relationships with the team that are providing a critical function to your business – as technology has become both a necessity and an enabler to business growth.
Faster issue resolution
Working from a single location allows for constant interaction between our team members. Whether those discussions are directly about a customers IT infrastructure, or about emerging technologies. Having this engagement, and hand-off to field technicians has a significant impact on the speed and quality of issue resolution.
When the technician who was remotely working on an incident is able to attend the site, it will minimise the hand-off of information and the repeating troubleshooting steps that you have completed – decreasing the mean time to resolution.
Operation hours and cost
Cost is one of the key considerations when outsourcing helpdesk services to provide a cost effective service to customers. Often this leads to a poorer experience unless it is well executed. When the outsourcing is completed well, its usually to provide front line support to extend the hours of operation for a larger portion of Australian business hours.
Our approach is proactive and preventative, designing self service and training to try and minimise the IT support outside of normal business hours. Sometimes that doesn’t always go to plan, so we maintain 24x7x365 support coverage via our after-hours phone service.
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Vendors that help us deliver 100% Australian IT Helpdesk
A comprehensive technology partner that helps Ryve run our critical business functions, including: service desk, project management, CRM, invoicing, and time & billing.
Access4 brings the power of Unified Communications and Collaboration as a Service (UCaaS) through the BroadSoft voice, video and Unified Communications platform.