Australia’s fast-paced business environment demands that dependable IT support is in place for every organisation, regardless of its size or sector. Whether you’re a vital Not-for-Profit (NFP) striving for community impact, a growing Small to Medium Enterprise (SME), a Government agency providing essential public services, or a large Enterprise navigating complex global operations, you might have questions about how a managed IT service can benefit your operations. At Lanrex, our philosophy centres on delivering transparent, highly effective, and forward-thinking IT solutions that empower your team and safeguard your digital assets.
To assist you in navigating the landscape of managed IT support and better understanding the capabilities of our Service Desk, we’ve compiled responses to some of our frequently posed inquiries.
What kinds of technical issues can Lanrex resolve remotely?
At Lanrex, we are dedicated to efficiency and minimising any interruption to your workflow. Our professional IT help desk personnel are equipped with cutting-edge remote access technologies, enabling us to rectify a substantial majority of technical glitches without requiring physical presence on your premises. Indeed, an impressive 90% of all technical challenges are addressed and resolved remotely!
This capability covers a broad spectrum of common operational hurdles that might impede your daily activities, including:
- Software Anomalies and Application Malfunctions: Ranging from unexpected program crashes to functional impediments within your essential business applications (such as Microsoft 365 suites, Customer Relationship Management platforms, or financial accounting software).
- System Irregularities and Performance Decline: Identifying and remedying issues that cause your computing devices or servers to slow down, thus ensuring peak system efficiency.
- Network Connection Difficulties: Troubleshooting issues like unreliable Wi-Fi, problems accessing the internet, and difficulties connecting to shared network drives or resources.
- User Account and Access Privilege Management: Providing assistance with password reconfigurations, reactivating locked accounts, and regulating user permissions across various systems.
- Peripheral Device Assistance: Addressing operational issues with printers, scanners, and other interconnected hardware, often through driver updates or configuration adjustments.
- Email and Communication Platform Support: Rectifying problems concerning email clients, video conferencing tools, and collaborative digital platforms.
Our remote capabilities translate into swifter response and resolutions times, and reduced operational downtime for your staff.
When does on-site IT intervention become necessary?
While remote problem resolution remains our primary and often most effective method, we acknowledge that certain scenarios demand hands-on intervention. On-site IT assistance becomes indispensable for those intricate issues that simply cannot be diagnosed or rectified from a distance.
You can anticipate our dependable on-site team to step in for circumstances such as:
- Hardware Malfunctions: When a physical component of a server, individual workstation, or network device fails and requires direct replacement or manual troubleshooting.
- Infrastructure Complications: Problems related to physical network cabling, server racks, or foundational networking apparatus that require physical access and repair.
- Extensive System Upgrades: Significant hardware enhancements or major overhauls of your infrastructure that mandate physical installation and intricate configuration.
- Deployment of New Equipment: Initial setup and implementation of new server racks, substantial network devices, or large consignments of workstations.
- Connectivity Issues Requiring Physical Inspection: For instance, damaged or defective network ports or fibre optic cables.
Rest assured, when in-person support is mandated, our proficient technicians will be dispatched promptly within pre-agreed timeframes to ensure your vital systems are reinstated quickly.
What do Lanrex’s managed IT support services include?
Our managed IT support services extend beyond merely fixing problems; they aim to prevent them and ensure your technology is best placed to help you in achieving your strategic business objectives.\
Our service portfolio includes a holistic suite of IT management solutions, comprising:
- Continuous System Oversight (24/7): Uninterrupted oversight of your entire IT ecosystem to pinpoint anomalies and potential complications before they escalate.
- Proactive System Maintenance: Regular examinations, software enhancements, security patches, and optimisations applied to your systems, servers, and network devices to guarantee peak performance and security.
- Streamlined Ticket Management: An efficient framework for logging, tracking, and resolving all support requests, ensuring no issue goes unaddressed.
- Remote IT Assistance: Our core service, effectively resolving over 90% of technical dilemmas directly from our Service Desk.
- On-Site IT Intervention: Reliable physical presence for intricate hardware and infrastructure challenges when remote resolution won’t resolve them.
- Access to a Comprehensive IT Knowledge Repository: Empowering your personnel with an invaluable resource for self-guided troubleshooting and immediate answers to common IT inquiries.
- Cybersecurity Oversight: Implementation and management of cybersecurity measures to shield your data and systems from evolving digital threats.
- Cloud Service Administration: Full support for your cloud-based applications and infrastructural components.
- Device Administration: Ensuring your laptops, desktop computers, and other devices are secure, up-to-date, and functioning at their best.
How does Lanrex monitor IT systems to pre-emptively avoid problems?
Prevention is cheaper (and more cost effective) than cure, especially when it comes to all things IT. Lanrex employs a sophisticated and forward-thinking methodology for IT system surveillance to detect and address potential complications long before they can negatively impact your operations.
Our preventative monitoring strategies encompass:
- Round-the-Clock Surveillance: We use cutting-edge monitoring tools to scan your networks, servers, workstations, and applications. This enables us to identify unusual activity, performance bottlenecks, and system failures precisely as they occur.
- Automated Notifications: Our systems are configured to generate instant alerts for specific thresholds or anomalies. This means our technical specialists are notified immediately if, for example, a server’s memory usage suddenly spikes, a hard drive exhibits signs of deterioration, or an irregular network traffic pattern emerges.
- Predictive Analytics: By collecting and scrutinising historical data, we can foresee potential hardware failures and performance issues before they occur, allowing us to schedule preventative maintenance immediately.
- Security Event Vigilance: Constant review and rapid response to potential security breaches, suspicious login attempts, and malware.
- Capacity Forecasting: Monitoring resource utilisation (e.g., storage capacity, CPU load, network bandwidth) assists us in projecting future requirements and recommending upgrades before your systems become overburdened.
This anticipatory approach helps in averting system outages, minimising operational interruptions, pre-empting security vulnerabilities, and ensuring consistent, peak performance across your entire IT landscape.
How does the fixed monthly fee work?
One of the most highly valued aspects of Lanrex’s managed IT support is our transparent pricing model. We deliver our outsourced IT support on a fixed monthly basis. This translates to no unforeseen costs, no erratic hourly rates for every minor incident, and absolute clarity for your budgetary planning.
- Inclusive Standard Services: Your monthly charge encompasses the comprehensive array of standard IT services outlined above, including Service Desk access, remote assistance, proactive monitoring, routine maintenance, and much more. This dramatically simplifies your IT financial planning.
- Fiscal Certainty: You gain precise knowledge of your core IT support expenditure each month, making it simpler to manage your operational budget.
- Scalable Expenses: The fixed charge structure can often be adapted as your organisation expands or your IT requirements evolve, providing a clear cost per user or per device.
- Project Engagements: Specific large-scale projects (e.g., server migration, office relocation, or extensive hardware rollouts) are generally quoted separately. This allows you to accurately account for major initiatives without impacting your monthly support budget
- Exclusions: It’s important to note that the fixed charge pertains to our service delivery, but does not include third-party costs like hardware procurement, software licensing fees, or internet service provider (ISP) charges.
What advantages does the Lanrex Assist portal provide?
The Lanrex Assist portal is designed to serve as your central IT knowledge hub. It represents a fundamental component of our dedication to transparent and intuitive support, bringing considerable advantages to all types of organisations.
The portal optimises your IT experience by enabling you to:
- Effortlessly Submit Support Requests: Log new IT issues or service inquiries rapidly and with ease, eliminating the need for a phone call for every minor concern.
- Monitor and Track Tickets: Gain complete insight into the current status of your submitted tickets. You can see which technician is assigned to your issue, the progress made, and estimated resolution timelines, providing unparalleled transparency.
- Access Learning Resources Efficiently: The portal provides access to a comprehensive IT knowledge base. This empowers your team to find answers to common questions and undertake minor troubleshooting independently, fostering self-sufficiency and freeing up valuable time.
- Review Service History: Access a record of previous IT requests and their resolutions, which can be beneficial for internal audits or for identifying recurring issues.
- Direct Communication: Often, the portal facilitates direct correspondence with the assigned technical specialist, promoting efficient information exchange.
By streamlining the process of requesting and receiving IT assistance, the Lanrex Assist portal enhances productivity, alleviates frustration, and ensures that your team can obtain the support they require both quickly and effectively.
Partnering for a Secure and Efficient Digital Tomorrow
For Australian NFPs, SMEs, Government agencies, and Enterprises, engaging a trusted ally that comprehends your distinct requirements and offers proactive, exhaustive support isn’t merely an advantage – it’s an imperative.
By choosing Lanrex, you’re not merely acquiring a service provider; you’re gaining a strategic partner committed to accelerating your digital journey, simplifying technological complexities, and bolstering your organisation’s security and overall productivity. We adeptly manage your IT, enabling you to focus on running and growing your business.
Are you prepared to experience the transformative impact that dedicated and forward-thinking managed IT support can have on your organisation? Explore our comprehensive services and connect with our team today. Visit our website to learn more about how Lanrex can become your trusted IT partner. Contact Lanrex today.
