IT Service Desk

Receive all of the benefits of an enterprise-grade Service Desk, without compromising on personalised service.

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IT Service Desk
IT Service Desk

Expert, Personal Service Desk

Our team operates in smaller ‘pods’ consisting of multiple 1st, 2nd, and 3rd level engineers. Each pod assists specific clients to provide familiar, personal service, which is backed by the full capabilities of our extended team.

Starting early in Auckland and transitioning from the east to west coast of Australia and Manila throughout the day, we provide genuine 24/7 service with our ‘follow-the-sun’ model.

Enterprise firms also have the option of a dedicated Service Desk embedded into your organisation.

Best-in-class IT Processes

Our Service Desk processes are built around ITIL principles of problem, incident, and change management, with service levels determined by ticket severity and impact. All of our technical staff have experience in remote and face-to-face on-site client service. We rotate our technicians into customer-facing onsite positions to better understand and respond to the real world needs of end users.

IT Service Desk
IT Service Desk

Intuitive Client Tools

To provide the best results you need the best systems. Our team has worked diligently to ensure we prove the best remote and Service Desk software available on the market. While our client feedback reporting, which is displayed on centrally located monitors at each office, provides a constant source of highly visible customer satisfaction results about individual tickets and overall performance.

Credible, Reliable, and Personal

The First Focus Advantage

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Australia, New Zealand and Manila-based teams with hands-on, face-to-face experience

Complete 1st through to 3rd level expertise backed by engineering specialists

Most advanced remote IT support software tools on the market

24/7 Australia-wide coverage; over 30,000 end users

ITIL based service methodology and professional team management

Comprehensive ticketing tool with workflows and SLA measurement and management

Professional service delivery management and team leaders

Helping businesses since 2003