Help desk, minus the hold music
Servicing businesses all over Australia.
Run through the quick checks below first. Half of all tickets are solved in under two minutes — and if they're not, you'll have exactly what we need to fix it fast.
Before you contact us
Six quick checks
Restart properly
A full shutdown and power on clears most stuck sessions. Choose Restart, not Sleep or closing the lid, and give it two minutes.
Check if it's just you
Ask one colleague to try the same thing. If it affects everyone, tell us that up front — it changes how we triage.
Test your connection
Open two different websites. If nothing loads, restart your modem and router, wait five minutes, then try again.
Check cables and power
Reseat network, power and monitor cables at both ends. Docks are the usual suspect for screens and network dropping out.
Sign out and back in
For Microsoft 365, Teams or line-of-business apps, signing out and back in refreshes an expired login token.
Install pending updates
If Windows or macOS is nagging about updates or a restart, do that first — plenty of faults disappear with it.
Frequently asked questions
Work through the answer that matches your issue. Still stuck? Log a ticket and include what you already tried.
I can't log in to my computer or Microsoft 365. What should I try?
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.
The internet is slow or keeps dropping out.
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.
My printer won't print.
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.
I think I received a phishing or scam email.
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.
A file or folder is missing.
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.
Teams or video calls have bad audio and video.
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.
My computer is very slow.
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.
A new starter needs an account, or someone is leaving.
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.
What information should I include when I log a ticket?
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.
What counts as urgent?
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.
Tried the checks and still stuck?
Email the help desk with your device name, the error and what you already tried. Phone us on 1300 904 635 for anything urgent.