Client Overview
Client Name: Confidential
Industry: Government, Enterprises, SMBs
Location: Australia
Project Duration: Ongoing
Challenges
Lack of 24/7 IT monitoring
Delayed issue resolution impacting productivity
No strategic oversight of IT infrastructure
Solution
Provided RMM tools for proactive maintenance
Implemented ServiceNow/Freshservice for ticketing
Performed quarterly audits and compliance reviews
Implementation
Onboarding and asset documentation
SLA-backed support desk with escalation protocols
Regular reporting and advisory sessions
Results
98.5% SLA adherence on tickets
Critical issues resolved within 30 minutes on average
Freed up internal IT teams for strategic projects
