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Managed IT Services

Service desk and field support

Our Services / Managed IT Services

Local service desk and computer support.

Our service desk team is situated in North Perth with all of our computer support services based around a service level agreement (SLA) framework. Having our support services backed by an SLA, ensures all incident resolution and change requests are delivered to the customer in line with expectation.

Our service desk system does not treat our clients as a number in a queue, nor will it ever. Epic IT’s personalised approach to support is what drives our exceptional CSAT scores and the reason why our services are regularly recommended by existing customers.

All of our managed clients have interactive access to not only how our team is performing but how the MSA in its entirety is delivering your return on investment.

We do this because we strongly believe in being transparent as a managed IT services provider.

Onsite field support.

With our noticeable service vehicles zipping around the Perth metro area and beyond, we do not shy away from getting in front of our clients. Onsite visits are invaluable and the reason why onsite field support is supported by all of our MSA options.

Our onsite computer support team will be the same staff that you speak to on the service desk. We are prompt, easily identifiable and arrive prepared and ready to assist. Each job is documented and concluded with a customer sign off form. The job is then processed internally with the client given an opportunity to even rate their experience.

Our reach stretches beyond the Perth metro, well into the Mandurah south regions. We also frequently visit our clients along the wheat belt and further down south –

  • North Wheatbelt – New Norcia, Moora regions
  • East Wheatbelt – York, Northam regions
  • South Wheatbelt – Narrogin, Wagin regions
  • Greater Southern – Bunbury, Albany, Denmark regions

What to expect from our service team.

Documented support

Our service system will ensure each job is accurately and consistently documented and accessible to the client.

Guaranteed response

All support is SLA backed with guaranteed response times so your urgency is our priority.

Consistent experience

Peace of mind each of our service desk members will deliver the same positive experience to your team.

No call queues

You will not be placed in call queues, we promise. We would rather answer your call in person.

Professionally trained

Our service team is Microsoft certified and professionally trained in customer service delivery.

Human

We are fun, engaging, individual personalities and we are always down for a chat – and to help!

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