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Managed IT Services In Melbourne


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IT infrastructure has become an integrated indispensable resource for all business types. It has become an essential utility – much in the same way as water or electricity. With such an important service, for which your business operations and staff productivity is highly reliant, it is best left in the hands of experts.

Here at Onsite Helper, we offer top-of-range IT support services with an “in-house” feel.

What is an “in-house” feel?

While we are based outside your business, we operate as your very own in-house IT department. You have access to knowledgeable, understanding and helpful IT professionals for all your technology needs. If you have problems or questions, we provide you advice and assistance on them whether it be for hardware, software, operating systems, utilities or others. We can act as your single point of contact.

Simply, we care about the state of your business and want to ensure good working order of your IT system.

Service Desk

The Service Desk is based on a tiered system and is staffed by professionals from a variety of technical backgrounds. Your issue will therefore be dealt with by the most qualified professional for the job meaning higher satisfaction rate and resolution first time round.

Our service offerings

Three levels of services are available to you depending on your specific requirements:

  • Managed Services (premium) – ideal for businesses with 5+ staff
  • VIP IT Support (intermediate)
  • General Help Desk (basic)

As your business grows from strength to strength, your IT requirements will change with it. It is therefore a good idea to review your service requirements from time to time. You may find that an upgrade is well over due.

Managed Services

Managed servicesThe VIP Full Managed Service is a premium service where you and your IT system gets a major pampering. You can go about your daily business without worry. Your IT system will be in good health and good hands.

The service involves active monitoring of the health of your computers and servers around the clock by our specialised software. If there is a problem, we will know about it and promptly address it for you.

On the service, you can have up to 40% less IT issues than before. This means less hassle, more productivity of staff and a smaller IT support expense for you. More money that you can reinvest into your business.

You will also receive:

  • fortnight reporting on the health of your computers and servers.
  • yearly onsite maintenance on all computers and servers (valued at $68.25 per computer and $136.50 per server).
  • yearly security audit on network vulnerabilities (valued at $499).

You will receive priority service for any issues that do arise within 4 hr of us being alerted to it. You have direct access to any available level 2 technicians by phone. You will receive this high level of service for the General Help Desk rate.

You can enhance your managed services with additional bundled services to give your business an almost impenetrable solution, which includes; patch management, managed antivirus, web protection, mail protection & backups.

Yearly Maintenance

As part of the managed services package, we include yearly maintenance on all your computers and servers. We either come out to your office or perform the maintenance remotely. PC & Server Maintenance includes:

  1. Dust removal – biggest cause of hardware failure
  2. Disable startup items
  3. Disc cleanup
  4. Defragmentation
  5. Hard drive integrity check
  6. Virus & firewall protection
  7. Windows & other program updates
  8. Windows event logs check
  9. Look for browser hijacking
  10. Test backups

Other items in the network that require maintenance include:

  • NAS (Network Attached Storage)
  • Routers
  • Wireless Access Points

Security Audit

Small and Medium Businesses (SMEs) are high targets of cyber crimes as often such businesses often do not expect it and do not have the correct security measures in place to protect themselves.  The spat of recent hackings of SMEs is a call to the community to review the security of their IT system particularly as it is the portal to all business data.

Onsite Helper provide security audits for our clients.  The audit looks at how you use and manage your computers, network and the internet.  There is a heavy focus around firewall/internet security, internal security & cloud app/services security. For details take a look  here.

At the end of the audit, we provide you with a report on recommendations on threats and potential issues and ways to rectify them.  

This audit is run yearly as part of the managed services agreement at no additional cost.

Patch management

Kiss goodbye to Windows updates and quit worrying about security on each and every device in your network.  Australian Defense signal’s directorate report says that upto 85% of network breaches (hacking) would have been avoided if computers and server were upto date with security patches.  

* Fact * The largest attacked software application is Adobe acrobat reader. This is because it is installed on almost every Windows computer  today. Not updating software like this is a huge vulnerability.  

Windows automatic updates is not enough and not recommended.  Windows updates only patches the operating system & Microsoft office. Other installed software like adobe reader and Java require updates which is not covered in Windows updates. Also every second Tuesday, Microsoft releases their regular patch updates known as “Patch Tuesday”. Sometimes Microsoft get it wrong and an update causes issues with your computer. This is why its important to have an IT expert review the updates and check they won’t cause issues with your system.

Failed updates often happen and you won’t be aware of it leaving your network vulnerable. Onsite Helper receives notifications if updates have not installed successfully so action can be taken to rectify the issue and keep the network secure.

Site Patch Server enables us to set a dedicated computer or server to download the patches for the whole network and distribute to individual computers. This saves your internet bandwidth and download limits as only 1 download is performed rather then every computer downloading its own patches.

Managed Antivirus

Managed Antivirus powered by Bitdefender combines best-in-class protection against malware and viruses with excellent performance in minimizing false positives and low system overhead giving you reliable protection with peace of mind that OSH is managing this for you

  • Superior protection against polymorphic malware like Cryptowall V4
  • Detection and stop of suspicious activity like programs trying to encrypt files
  • Enable on individual servers and workstations
  • Centralised reporting and alerting to Onsite Helper

Web Protection

Keep your business safe by securing against websites pushing malware, phishing, proxies, spyware, adware, botnets and spam with Web Protection

  • Stay on top of bandwidth usage with alerts when devices exceed thresholds
  • Block users from visiting suspected and confirmed unsafe sites
  • Help employees stay productive with common-sense web browsing policies designed for the workplace
  • Web Bandwidth checks
  • Filter internet activity by day, category and URL to reveal trends, spikes and irregularities
  • Complete with detailed reporting tools to let you analyze browsing activity and demonstrate the effectiveness of web security.

Mail Protection

The Mail Protection services work seamlessly with any on-premise or cloud-based email infrastructure – Office 365, Google Apps, Exchange and others. It filters all emails before they arrive at your email server, whether on premises or in the cloud. This provides the following benefits:

  • Prevent emails with viruses from getting into your network e.g Cryptowall with  zero-hour antivirus defense, virtualization-based malware detection technology and traditional signature-based antivirus engines.
  • 99%+ spam detection rate.
  • 24/7/365 Continuity. If your email server goes offline, mail protect will store your emails and then deliver them to your server once it comes back online. No lost emails
  • Protect intellectual property by tracking email communications

Offsite data backups

We always recommend at least 2 types of backups. Onsite & Offsite. Offsite is where your critical data is sent to a data centre here in Australia and will cover you in the event of a disaster at your premises e.g fire, flood or theft where server and onsite backup may be lost.

Image based backup, takes an entire snapshot of the computer or server operating system with all programs and data. This type of backup can be quite large but is more ideal for server or computers acting as servers as recovery time is much faster

  • File level recovery as well as volumes and applications
  • Disaster continuity, Restore to: same hardware, physical-to-virtual (P2V), and virtual-to-virtual (V2V) Allows you to make a temporary server from another workstation while your main server is being repaired. Brings business downtime to less than a couple of hours compared to days or weeks in fixing the server.
  • All data is encrypted with the Advanced Encryption Standard (AES) 128-bit encryption
  • Configurable backup speeds, prevent internet slowdowns.
  • Alerts sent to OSH whenever there is an issue, we will quickly respond to rectify.

Data only backup wont backup the operating system or programs configuration. It only backs up the important data. Usually this is a much smaller backup and can take more time to recover in the event of a disaster operating system and programs need to be loaded before the backup is recovered.

If you really want to manage your IT support costs with fixed monthly pricing which includes Unlimited IT Support, please ask us for a packaged quote.

Spots are limited so be quick.

VIP IT Support

If the IT system for you business does not require around the clock monitoring but require super fast response time then the VIP IT Support service is for you.

Your issues are handled as a priority with a guaranteed 4 hour response time service level agreement as well as direct access to more experienced level 2 engineers.

Prepaid VIP priority support hours can be purchased from here.

Casual Helpdesk

The Casual Helpdesk service may be more appealing if your business has low IT support requirements. This service level is only available upon pre-purchase of support hours. Pre-paid support hours can be purchased from here.

For frequent users of the Casual Helpdesk service, the option to pay for this service on 14 day payment terms is available. With this billing arrangement, you will receive an invoice after the work is completed with 14 days to make payment. Please call our accounts department on 03 9999 3107 to apply for payment terms.