When only the best in IT support will do
Our systems and processes are world class with our IT Services designed to keep you running as smoothly as possible.
“Upon engaging Diamond to provide IT support I expected to experience (and would have been satisfied with) acceptable levels of performance for technical skill levels and escalation methods, with professionalism of communication usually being a bit of a stretch for tech-heads.
However, your entire team has regularly shocked me with their attention to detail, their ability to effectively move tasks around within the team, their willingness to speak with end users and vendors, and general, well mannered, proficient communication.”
Information Services Manager, Local Council
How does our team provide great IT support?
We’ve been able to build a reputation for excellence in the provision of IT support. Our success starts with our service desk team. Our service desk sits within our large technical services team which gives our technicians the opportunity to select their area of interest. The people with the passion and the ability to resolve technical issues for our customers quickly, tend to gravitate to our service desk.
Our team has the capacity to respond to issues with a range of difficulty across numerous technologies, industry sectors and line of business applications. We have the structure to escalate more complex issues and our certification and mentorship programs ensure newer team members accelerate their knowledge quickly. We reward our team based on performance, certification and customer service.
Our Network Operations Centre (NOC) team, within our service desk, is dedicated to analysing support request trends and finding the root cause of issues so we can permanently resolve them. When appropriate we implement these solutions across our whole customer base through configuration adjustments and automation.
What tools and processes help our team secure and support your network?
Our team works within one of the most mature and comprehensive Managed Services environments in the market today. Our Diamond Management Systems (DMS) systems have been honed since 2007 when we became one of the first Managed Service Providers in Australia. DMS provides the monitoring and maintenance to keep your information safe and the ticketing system that helps us organise our support load. This system connects our customers to the IT support they need.
DMS also provides the technology that enables us to resolve the vast majority of issues remotely improving resolution times, minimising disruption to staff and reducing potential onsite charges.
Our service delivery process is founded in the industry standard ITIL framework. This helps our team leaders structure the flow of support and provides policies for handling issues that may require authorisation or potentially impact a large group of users.
What types of IT support do we provide?
Our service desk provides IT support when an issue occurs. They also look for trends across our customer base and when possible implement permanent fixes to reduce disruption to our customers. Since 1996, Diamond IT has supported many hardware and software systems across numerous industries.
Our support inclusions are detailed within each Managed Services Agreement (MSA), but broadly we have the capability to provide support for:
- PCs, Laptops, Tablets and Mobile Phones
- Networking Equipment (Routers, Switches etc)
- Unified Communications (UC)
- Operating Systems
- Microsoft 365 (previously Office 365)