Managed IT End-User Services

Digital transformation is everywhere. Businesses large and small are rethinking the role of technology – and the smart ones are rethinking who should manage it.

Which service is right for you?

Our managed IT end-user services will help you to improve your organisation

With the exponential pace of change in IT, it makes more sense than ever before to use managed IT end-user services.

An extra set of hands, whether on-site or via remote support, Brennan IT can be an extension of your business to help you with day-to-day IT management and strategic planning. We provide the fastest, friendliest and most effective response to your technology needs each and every day.

Through taking a holistic approach to your IT environment, we will apply our deep expertise across the full IT spectrum to improve system availability and performance.

We are your IT service desk, your network operations team, your cloud operations team, your tech support – whatever you need to keep your business running at its peak, our managed IT end-user services are a cost-effective and secure way of growing and improving your business without hiring new staff.

As the #1 Managed Services Provider in Australia for 10 years in a row, Brennan IT is your trusted technology partner.

Why choose Brennan IT?

Brennan IT is your trusted partner for Managed IT End-User Services. So much more than just a service desk, Brennan IT is one of the few Managed Service Providers that offers the flexibility of on-site and remote support. Whatever you need, our dedicated team becomes a true extension of your business.

Flexibility

Our Managed Services offering is completely tailorable to meet you and your organisation's individual needs. This goes for service levels, service management, the amount of on-site support needed, all the way through to commercials - you can pick the amount of support you need in each area so that you get what you need.

Security

No matter which of our Managed IT Services you utilise, security is central and baked-into it. We're ISO 27001 certified and provide free Vulnerability Assessments to all new customers to establish their security footing and highlight the areas that are a risk or need further reviewing. We'll even help you to fix them, offering industry-leading strategic consultancy, project, and monitoring services to make your organisation impregnable.

Familiarity

Our service team gets to know your business inside-out to provide you with the fastest and most effective response to your needs. With a Brennan IT team member commonly sitting on-site and working with your IT team directly, as well as a whole team of engineers and service desk agents off-site - not to mention your own Service Manager - there's a whole team of experts who are working to improve your IT environment and whose remuneration levels depend on your satisfaction.

Transparency

Meeting minutes, tickets, and strategic documents are all available for you to view at any time and in real-time. Through our Self-Service Portal, you can see what's happening, how we're performing, and make changes to the services that we're delivering at the click of a button; including: active and closed tickets, a complete view of your CMDB and hardware asset library, and dashboards that provide real-time Net Promoter Scores, Service Level Agreement performance, and patching compliance measures.

Expertise

Brennan IT has experience across the entire IT and communications environment, working with a wide range of organisations to provide specialist and strategic support. Plus, we reward our staff when they attain new tech certifications - it’s a great way to ensure that our collective team holds the most current knowledge on the market.

Scalability

Our Managed Services are infinitely scalable so that, no matter the size of your organisation and what you're trying to achieve, we can support you with it. This includes evolving our offering to meet your changing needs so that, should you need to scale, accelerate growth, or start something new we can be your spark, porter, or catalyst.

How we deliver

Brennan IT is one of Australia’s leading providers of managed IT services. In fact, we have been named Australia’s #1 Managed Services Provider for 10 years in a row.

To deliver you a brilliant service, here are some of the systems, tools and processes that enable us to support you the way we do:
 

Managed-Services-Delivery-diagram

Transition process We believe that a smooth transition is the key to ensuring a positive customer experience for the lifetime of the partnership (and beyond). We take all of our customers through a comprehensive onboarding process that includes audits, the creation of support documentation, a security Vulnerability Assessment, handover and familiarisation induction for the Brennan IT team, as well as the training your internal teams to understand how to get the most from working with Brennan IT. 

Services desk When you engage Brennan IT, our Service Desk becomes a central point of contact for your IT-related issues. Operational around the clock and with both on-shore and off-shore delivery options, our experienced agents take ownership of every issue and are committed to driving fast and effective resolutions. 

Self-service portal To alleviate pressure on your IT team and ensure better IT management across the organisation, Brennan IT provides you with access to a sophisticated self-service portal for all users taking advantage of our managed services. From undertaking simple tasks like password resets, right through to service monitoring and the requisition of new hardware and cloud capabilities, Brennan IT’s Self-Service Portal provides you with a lightning-fast way of getting what you want, when you need it.

Remote and on-site support Internal IT teams are often limited with bandwidth and time, so we can supply you with additional resources when you need them, as well as onsite resources to resolve issues or provide ongoing support. With offices in Sydney, Melbourne and Brisbane and vast national network of partners, we manage any incident that occurs anywhere in Australia, ensuring full accountability and visibility of support activities wherever they occur.

Incident & fleet management We’ve made significant investments in our IT service management to deliver a high quality service that means we manage all incidents end-to-end. We are ITIL-aligned and follow industry best practice for key processes including Incident Management.

Release management Our tools and processes support Release Management to ensure that routine IT operations, such as applying security patches, are conducted effectively and efficiently whilst minimising the risks of disruption to your services. We define our routine maintenance schedules and patching templates well in advance so that you can be informed and opt-in or out, ensuring you know what’s going to occur well in advance of any activity.

Real-time reporting through our Self-Service Portal, you can get access to the reports and real-time outlook of any of our activities or your systems whenever it is that you need it. Our aim is to automate and speed-up the mundane tasks so that you can focus on what’s important.

 

What sets Brennan IT’s Service Desk apart?

Our trusted 24/7/365 Service Desk handles a huge range of IT issues each day and is the central point of contact for all of your IT-related issues. Here’s why it is unmatched in the industry:
 

  • Customer-centric approach Our team enjoys connecting with customers and is devoted to offering the highest-level of customer service.
  • Exceptional technical capabilities We assign the very best technical resources to resolve your issues fast, conducting intensive training and quality control programmes to ensure the highest quality service. With a single Service Desk agent managing your ticket, it’s the right mix of accountability and fast resolution.

  • Industry-leading service level agreements (SLAs) We offer aggressive SLAs to ensure we are constantly providing our customers with a premium service.
  • Easy tracking You can log service requests or faults into our industry-leading IT service management system and can easily track the progress of open tickets, providing you with full visibility.

  • Ownership and accountability Our agents take ownership of your issue and are committed to drive a fast resolution.

  • Service desk targets We have the aspirational target of 100% resolution rate for first call simple requests to our Service Desk and are monitoring the NPS results of every ticket to ensure quality.
  • Reliable service We offer service management frameworks, quality control and sophisticated tool-sets to deliver a consistent and reliable service. The service desk operates using ITIL based processes, covering incident management, service request management, problem management and change management functions.

  • Continuous improvement Our team is engaged and empowered to find new and improved ways of delivering service.
     

Service-desk-stats

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