Help desk, minus the hold music

Check Caps Lock and that you are typing the full email address. If you use multi-factor authentication, make sure your phone has signal and the correct time. Three failed attempts can lock the account — if you think it's locked, contact us and we'll unlock and reset it rather than you retrying.

Run a speed test on a cable if you can, then on Wi-Fi. If cable is fine and Wi-Fi isn't, it's a wireless issue. Restart the modem and router (power off 30 seconds), check for large uploads, backups or streaming running in the background, and note the time it started. Send us the speed test results — it saves a visit.

Check the display for paper, toner or jam warnings, confirm the printer is on the same network, and try printing a test page from the device itself. If the test page works, the fault is on the computer, so restart the print spooler by restarting the PC. Tell us the device name or asset number when logging the ticket.

Don't click links, open attachments or reply. Don't forward it to colleagues. Report it using your Report Phishing button if you have one, then contact us straight away. If you already clicked or entered your password, phone us immediately — that's an emergency, not a normal ticket.

Check the recycle bin and, in OneDrive or SharePoint, use version history and the online recycle bin. Search by file name rather than browsing. If you can't find it, tell us the exact file name, where it lived and roughly when you last opened it — that lets us pull it from backup quickly.

Switch to a cable if possible, close other apps, check the correct microphone and speaker are selected in device settings, and unplug and replug your headset. If you're on Wi-Fi and the call is poor, move closer to the access point and test again.

Restart it, check how long it's been since the last restart, close unused browser tabs and apps, and confirm you have free disk space (under 10% free will crawl). If it's still slow after a restart, log a ticket with what you were doing at the time.

Send these requests at least two business days ahead where you can. Include full name, job title, manager, start or finish date, which systems and shared mailboxes they need, and what hardware they'll use.

Your name and best contact number, the device name, exactly what you were doing, the full error message (a screenshot is ideal), when it started, whether anyone else is affected, and how much it's blocking your work.

Anything stopping the business: no internet at a site, a server or key system down, suspected security incident or ransomware, lost or stolen device, or payments not processing. Phone us for those — email us for everything else.

Multi-factor authentication (MFA) adds a second check after your password, usually a code from your phone or an app. It stops most account takeovers because a stolen password alone isn't enough. If you're prompted for MFA, approve only requests you triggered yourself.

Look for urgency, odd sender addresses, unexpected attachments, spelling mistakes and links that don't match the real company. Hover over links before clicking. When in doubt, don't click — contact us and we'll verify it.

Phone us immediately. Do not wait. Change your password from a known-safe device only if we tell you to, and watch for unusual inbox rules, sent items or password-reset emails you didn't request.

Use a passphrase of at least 14 characters with a mix of words, numbers and symbols. Don't reuse passwords across sites, don't write them down, and let your password manager generate and store them. We can set one up for your team.

Updates patch security holes that attackers actively exploit. Delaying them leaves your device vulnerable. Install updates as soon as they appear and restart when asked — we schedule most patches outside business hours to avoid disruption.

The Essential Eight is the Australian Cyber Security Centre's baseline of eight security strategies: application control, patch applications, configure Microsoft Office macro settings, user application hardening, patch operating systems, multi-factor authentication, daily backups and restricted administrative privileges. We use it as the foundation for every security plan we build.

Ransomware locks or encrypts your files until a payment is made. It usually arrives through phishing, malicious websites or unpatched software. We prevent it with email filtering, endpoint protection, patching, MFA and immutable backups that can't be deleted by an attacker.

Only use company-approved USB drives and chargers. Unknown USB devices can carry malware or data-stealing hardware. If you need to transfer files, use OneDrive or SharePoint instead.

Phone us straight away, day or night. We can remotely lock or wipe the device and check whether any company data was accessed. Don't delay — the faster we act, the smaller the risk.

We block known malicious sites and risky categories to protect the business from malware, scams and data loss. If a legitimate site you need for work is blocked, log a ticket with the URL and we'll review it.

Yes. We supply and configure business-grade hardware including laptops, desktops, servers, storage, screens and printers. We match the gear to your workload, image it with your apps and policies, and deliver it ready to use.

Yes. Our procurement service covers software licensing, Microsoft 365, security tools, cloud subscriptions and office furniture. We compare suppliers, handle ordering and keep asset records so your team can focus on work.

Yes. We survey the site, map coverage and install business-grade access points where they're needed. We also segment guest Wi-Fi from staff Wi-Fi and tune channels so you get reliable coverage across the whole office.

We audit your usage and budget, then recommend the best mix of NBN, fibre, Ethernet, fixed wireless, Starlink or SD-WAN. We manage the carrier, install the hardware and monitor the links so you don't have to chase telcos.

Yes. We register domains, host DNS, provide Australian-based web hosting and manage SSL certificates. We also handle website migrations, DNS cutovers and after-hours changes to keep downtime to a minimum.

A Virtual Private Server gives you dedicated resources for apps, databases or custom systems that outgrow shared hosting. If you need control, guaranteed performance or a specific operating system, a VPS is usually the right fit.

No. Microsoft 365 keeps deleted items for a limited time but does not provide true backup or point-in-time recovery. We offer separate Office 365 backup that protects emails, SharePoint, OneDrive and Teams from deletion, ransomware and sync errors.

Managed services give you an outsourced IT department for a fixed monthly fee. We monitor your systems, patch devices, support your users, manage security and report on performance so issues are caught before they disrupt your business.

Yes. Our email protection service filters spam, phishing, malware, ransomware and business email compromise attempts before they reach your mailbox. Suspicious messages are quarantined and users get safe delivery of clean email.

Our help desk covers hardware, software, Microsoft 365, email, printers, Wi-Fi, networks and line-of-business application support. Tickets can be logged by phone, email or the support portal, and we triage based on agreed response times.

Yes. We manage and monitor firewalls, switches, routers and wireless networks from brands like WatchGuard, Ubiquiti, Meraki, HP, Dell and Cisco. We also handle firmware updates, security rules and after-hours change windows.

Yes. We plan and execute migrations to Microsoft 365, Azure and other cloud platforms. This includes email migrations, file moves, server relocations, hybrid setups and user training so your team lands in the cloud without disruption.

We offer security reviews, Essential Eight alignment, email protection, endpoint detection, multi-factor authentication, patching, backups, data loss prevention and 24/7 managed detection and response. We tailor the stack to your risk level and compliance needs.