Service Desk (IT Helpdesk).

You can count on our local IT Service Desk to own and resolve your technical issues while providing a quality service experience.

Outsource your help desk to ours and free up staff - let us handle the IT issues while you focus on growing your business, serving customers and increasing revenue.

We have a responsive team on hand to assist your business whenever you need it. Our support model is based on the ITIL framework and our skilled team is available 24/7 locally

As your business grows, technology continues to evolve, and the way we work changes, it’s becoming harder to keep up with the management and service of new technologies. At The Missing Link, we have a highly responsive, well-trained service delivery team that can assist you to keep operations running smoothly.

Our Service Desk responds to a wide range of incidents and service requests from single-user technical issues to organisation-wide system outages - all through a Single Point of Contact (SPOC). Our support model is based on the ITIL framework, and our skilled team is available 24/7 locally for remote support.

Our service desk's reach extends beyond solving an incoming support request from an end-user to include handling a broad range of technology-related tasks to meet your organisation’s needs, including remote access, proactive device monitoring management, and change management. 

Our experienced team can supplement yours or even be your team. By outsourcing your IT, you can gain round-the-clock access to leading IT experts while directing IT budgets to precisely the areas they’re needed most - It's a great way to maximise your IT return on investment.

We pride ourselves on knowledgeable people and our exceptional customer service.

At The Missing Link, you can expect more - our entire team is committed to providing customers personal, tailored service. Our customer feedback speaks for itself – we consistently maintain a customer satisfaction score (CSAT) of over 97 out of 100!

Our Managed Services and Support Services, such as our End User Management, are available to customise or package based on your business requirements.

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Ensure things are always running smoothly

Work more effectively

We're constantly improving the effectiveness and productivity of your employees so your business can run effectively.

Stay up to date, always

With our Service Desk solution, you can keep your technology up to date and running smoothly with the latest cyber security protection.

Maximise return on investment

Gain round-the-clock access to leading IT experts while reducing your overall IT maintenance costs.

Specialised knowledge

Our team is highly skilled across the entire IT landscape, so they can support your business where you need it most.

Perfect Partner Experience

The Missing Link has been an integral part of the UEA Group of Companies for over 10 years. Our mobile construction teams reliance on access to a quality IT solution is an essential part of UEA maintaining its market-leading position. Innovation is key in our business and The Missing Link partners with UEA to provide this and maintain an excellent standard of service at all times. UEA needs IT to work every day and we have always found that working closely with the team at The Missing Link ensures this happens. The service team are always on hand to assist but the personal touch is still maintained for the more difficult solutions. All key business growth opportunities involve input from The Missing Link and I have no doubt that part of the reason for UEA’s ongoing success is its partnership.

Steven Hopkins | CEO, UEA Pty Ltd

FAQ

  • What are the different levels of an IT Service Desk

    We separate the roles and responsibilities of our technical support team into three levels to provide fast and reliable customer support. Level 1 to Level 3 includes intervention from our experienced service desk team. Level 1 is the first tier of support in our service desk team consisting of Associate Service Experience Engineers and Service Experience Engineers. The technicians in our team handle the most common end-user support tasks, such as resetting passwords, releasing held emails, installing software, and fixing issues within an application or Operating System. They also conduct troubleshooting and gather information to determine the level of support needed if a ticket needs to be escalated.

    Level 2 tier resolves more complex issues as our Infrastructure and Network Support Engineers have higher administrator access to systems. This tier deals with advanced troubleshooting and backend changes, including modifying server and network settings, adding and removing permissions, monitoring infrastructure and backup health and performing regular maintenance tasks.

    Level 3 support is the top level of support and consists of Subject Matter Experts (SMEs) with specialised expertise in Systems Administration, Networking, Security or Cloud technologies.

  • Why do we use CSAT as a measurement?

    Customer Satisfaction (CSAT) is an essential metric for tracking our customers’ feelings. At the end of every interaction, we ask our customers to provide feedback, which we use to calculate and track our net CSAT score.

    It’s a real-time data stream that gives us a rapid feedback loop that enables us to adapt our service delivery to maximise value. We review every customer response - even the negative ones and follow up appropriately. We continually learn and evolve our processes to ensure our customers get the support they need to keep operations running smoothly.

  • Why is the ITIL framework critical?

    The IT Infrastructure Library (ITIL) is a framework of best practices that our team use for delivering IT services and support. We use the framework as a systematic approach to IT service management to ensure werespond quickly, communicate early and often, and provide a consistent experience in every interaction.