Welcome!

IT Support - Available 24/7

The Missing Link Service Experience Team will be your first point of contact for all IT issues and are available 24/7 to assist. Our team consists of certified specialists including;

  • Associate Service Experience Engineer, focused on resolving low-impact incidents and service requests and Traffic Control (responding, categorising and prioritising the tickets based on impact and urgency, and assigning them to our Service Experience Engineers).
  • Service Experience Engineer (L1), responsible for resolving the majority of our clients IT issues.
  • Service Experience Engineer (L2), specialists and the main point of contact for high priority IT issues. 
  • Systems Engineer / Network Engineer (L3), escalation point for high-impact/critical issues as well as infrastructure maintenance and changes.

When do I contact support? Whenever a device, application, or service covered by your SmartSERVICES agreement is not working the way it should, or when you need us to action a service request, such as adding a new user, modifying a user’s access or releasing a blocked email. We are here to help you and ensure you have a great experience while interacting with us so please bear with us while we get familiar with your environment. For more information download our brochure here.

How do I log a support ticket?

There are two options to open a support ticket; contact our Service Experience Team on 1300 865 000 or at support@themissinglink.com.au. 

We need a description of your issue including:

  • What is the issue about and what is affected?
  • How many users are affected?
  • When did it occur for the first time?
  • Was there any change prior to the issue?
You will receive an automated email with the ticket number. From here our first level support will start gathering all required information OR will give you a call back if we need to know more information. If the issue is critical the ticket will be categorised at P1 and escalated to our red level engineering team for immediate action. 

How do I escalate a support ticket?

In case you need to escalate a ticket you have the following options:

  • Click the link in the ticket confirmation email you received from support@themissinglink.com.au and submit form.  This will automatically inform the responsible manager so we can take immediate action. 
  • OR call our support 1300 865 000 and ask for a ticket escalation. Provide any additional information e.g. why is an escalation necessary. 

For more information or a copy of our support ticket options please download our brochure here. 

Standard Service Requests

Request for a new user account to be created:

  • Browse to themissinglink.com.au/newuser and complete the form
  • Be specific – tell us as much as you can about what the new user needs on day one (security access, apps, hardware)
  • Let us know if you need the account backed up (if applicable)

Request for a user account to be removed:

  • Browse to themissinglink.com.au/removeuser and complete the form
  • Be specific – tell us as much as you can about what needs to happen once the user leaves (email forwarding, mailbox access)
  • Let us know if you need the account backed up to be retained (if applicable)

Our Incident Management Process

An incident is an unplanned interruption to a service or reduction in the quality of service. Our Incident Management process is aligned with ITIL v4, and follows the below steps:

1. Identify & Log

All incidents (and service requests) start here from an input (i.e. email, phone call or client portal). We gather all information and log an internal ticket.

2. Classify & Prioritise

In this process, the Service Ticket is classified based on the client and affected service and prioritised based on the impact and urgency.

3. Investigate & Diagnose

Before working on a ticket we validate the accuracy of the information and perform initial technical troubleshooting to determine the cause of the issue. 

4. Recover & Resolve

This step is where issues are resolved through technical troubleshooting and remediation work based on the four R's; repair, resolution, recovery and restoration. 

5. Confirm & Close

In this step, the Service Ticket is closed once confirmation that no further action is required is received from the client.

6. Report & Record

The final step is to record any relevant information in our Knowledge Base, and/or create a Post Incident Report.

Our Problem Management Process

Problems are the causes of incidents. We investigate and analyse them to identify the causes, develop workarounds, and recommend a longer-term resolution to reduce the number and impact of future incidents. Our Problem Management process is aligned with ITIL v4, and follows the below steps:

1. Problem Identification:

  • A duplicate and/or recurring issue is detected by us or our clients
  • Ticket trends and reporting uncover a pattern
  • A risk is detected during Incident Management that may cause an incident to reoccur
  • Analysing information received from our suppliers and partners

2. Problem Control:

  • Problem analysis
  • Implement and document workarounds
  • Document known errors

3. Error Control:

  • Manage known errors
  • Identify permanent solutions
  • Regularly reassess known errors and workarounds

SmartSERVICES™ Monthly Meetings

All of our new SmartSERVICES™ clients have a monthly meeting with their assigned Account Executive and Service Delivery Manager. Here is the agenda:

  • Incident Management
  • Problem Management
  • CSAT Client Feedback
  • General Feedback
  • Roadmap
  • Business Updates

Customer Satisfaction (CSAT) 

Customer Satisfaction (CSAT) is an important metric for tracking how our customers are feeling. 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 client response - positive, neutral and negative, and follow-up appropriately. We are continually learning and evolving our processes to ensure our clients are getting the support they need.

Our CSAT score is displayed as a widget on our website, and we post this monthly on our social media channels.

Our business is IT & Cloud, Cyber Security and Automation. 

IT & Cloud

Dependable IT infrastructure and Cloud is essential for everyday business. You can rely on our expert team to; plan, manage, upgrade or provide new end-to-end solutions, in a realistic timeframe.

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Cyber Security

The attack surface of your business is not only growing but is no longer contained within the traditional physical boundaries of an office. Our specialists will help ensure that your most valuable assets are protected.

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Automation

Your star recruit is no longer your most profitable employee. Our 'digital workers' can create efficiencies, improve accuracy and productivity to transform your business. Our experienced team will make RPA a reality for you.

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