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 nine 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:
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.