Robust and reliable IT support is a non-negotiable for every organisation, regardless of size or sector. Whether you’re a Not-for-Profit (NFP), a Small to Medium Enterprise (SME), a Government agency, or large-scale Enterprise, you’ve likely got a few questions about how managed IT support services can benefit you.
At Lanrex, we believe in transparent, effective, and proactive IT solutions that empower your team and secure your operations. So to help you better conceptualise managed IT support and understand exactly what our Service Desk offers, we’ve provided answers to some of the questions we regularly receive.
Your Questions, Our Answers: Diving Deep into Lanrex’s Managed IT Support
What type of IT issues can Lanrex resolve remotely?
At Lanrex, we pride ourselves on efficiency and minimal disruption. Our highly skilled IT help desk team is equipped with advanced remote access tools, allowing us to resolve a significant majority of technical issues without needing to be physically on-site. In fact, over 90% of all technical issues are resolved remotely!
We can address a wide array of challenges that can hinder your daily operations, like:
- Software Glitches and Application Errors: From unexpected crashes to functional issues within your essential business applications (e.g., Microsoft 365, CRM software, accounting platforms).
- System Errors and Performance Issues: Diagnosing and resolving problems that slow down your computers or servers, ensuring optimal system performance.
- Network Connectivity Problems: Troubleshooting Wi-Fi dropouts, internet access issues, and problems connecting to network drives or shared resources.
- User Account and Access Management: Assisting with password resets, unlocking accounts, and managing user permissions to various systems.
- Peripheral Device Support: Addressing issues with printers, scanners, and other connected devices, often through driver updates or configuration changes.
- Email and Communication Platform Support: Resolving problems with email clients, video conferencing tools, and collaborative platforms.
Our remote capabilities mean faster response times, quicker resolutions, and less business downtime, allowing your business to run seamlessly.
When is on-site IT support necessary?
While remote resolution is our go-to and often the most efficient problem-resolution method, we understand that some challenges simply require a hands-on approach. On-site IT support becomes necessary for those issues that cannot be diagnosed or rectified remotely. You can expect our on-site team to step in for situations including:
- Hardware Failures: When a physical component of a server, workstation, or network device breaks down and needs replacement or direct intervention.
- Infrastructure Issues: Problems with physical network cabling, server racks, or core networking equipment that requires physical access and repair.
- New Equipment Setup: Initial setup and deployment of new server racks, significant network devices, or large batches of workstations.
- Connectivity Problems Requiring Physical Inspection: Covering issues like faulty network ports or damaged fibre optic cables.
When on-site support is required, our skilled technicians will be there to ensure your critical systems get back online with minimal delay, providing the robust support your business relies on.
What’s included in Lanrex’s managed IT support services?
Our managed IT support services are designed to be comprehensive, proactive, and provide genuine peace of mind. It’s not just about fixing issues; it’s about preventing them and ensuring your IT infrastructure is always working optimally. Our service offering encompasses a holistic suite of IT management, including:
- Real-Time System Monitoring (24/7): Continuous oversight of your entire IT environment to detect anomalies and potential issues before they escalate.
- Proactive Maintenance: Regular checks, updates, patches, and optimisations applied to your systems, servers, and network devices to ensure peak performance and security.
- Efficient Ticket Management: A streamlined system for logging, tracking, and resolving all support requests, ensuring nothing falls through the cracks.
- Remote IT Support: Our core service, resolving over 90% of issues from our Service Desk.
- On-Site IT Support: Reliable physical presence for complex hardware and infrastructure challenges when remote resolution isn’t possible.
- Access to a Comprehensive IT Knowledge Base: Empowering your team with a valuable resource for self-service troubleshooting and quick answers to common IT questions.
- Cybersecurity Oversight: Implementing and managing essential cybersecurity measures to protect your data and systems from evolving threats.
- Cloud Services Management: Support for your cloud-based applications and infrastructure.
Device Management: Ensuring your laptops, desktops, and other devices are secure, up-to-date, and performing optimally.
How does Lanrex monitor IT systems to prevent issues?
Prevention is always better (and far less costly) than cure, especially in IT. We employ a sophisticated and proactive approach to IT system monitoring to identify and address potential problems long before they can impact your operations. Our preventative monitoring strategies include:
- 24/7 Real-Time Monitoring: We use advanced monitoring tools that constantly scan your networks, servers, workstations, and critical applications. This continuous oversight allows us to detect unusual activity, performance bottlenecks, or impending failures as they occur.
- Automated Alerts and Notifications: Our systems are configured to generate immediate alerts for specific thresholds or anomalies. This means our technicians are notified instantly if, for example, a server’s memory usage spikes, a hard drive shows signs of failure, or an unusual network traffic pattern emerges.
- Predictive Analytics: By collecting and analysing historical data, we can often predict potential hardware failures or performance degradation before they occur, allowing us to schedule preventative maintenance.
- Security Event Monitoring: Constant vigilance for potential security breaches, suspicious login attempts, malware activity, or unauthorised access, enabling rapid response to cyber threats.
- Capacity Planning: Monitoring resource usage (e.g., storage, CPU, network bandwidth) helps us forecast future needs and advise on upgrades before your systems become overwhelmed.
This proactive approach significantly helps prevent system failures, minimise downtime, pre-empt security breaches, and ensure consistent, optimal performance across your entire IT environment.
How does the fixed monthly fee work?
One of the most appreciated aspects of Lanrex’s managed IT support services is our fixed monthly pricing model. This means no hidden surprises, no fluctuating hourly rates for every little issue, and complete clarity for your budgeting. Here’s how it typically works:
- All-Inclusive Standard Services: Your fixed monthly fee covers the comprehensive suite of standard IT services outlined above, including the Service Desk, remote support, proactive monitoring, regular maintenance, and more. This simplifies your IT budgeting process dramatically.
- Budget Certainty: You know exactly what your core IT support will cost each month, making it easier to manage your operational expenditures. This is a significant advantage for NFPs managing grants, SMEs controlling cash flow, and larger organisations planning their budgets.
- Scalable Costs: The fixed fee structure can often be adapted as your organisation grows or your IT needs evolve, providing a clear cost per user or device.
- Separate Project-Based Work: While the fixed fee covers ongoing support and maintenance, specific large-scale projects (e.g., a complete server migration, a major office relocation, or significant hardware rollouts) that fall outside the scope of daily operational support are typically quoted separately. This ensures flexibility for major initiatives without impacting your core monthly support budget.
- Exclusions: It’s important to note that the fixed fee covers our service delivery, but typically excludes specific third-party costs such as hardware purchases, software licenses, internet service provider (ISP) fees, or specific insurance costs. These are usually managed separately by your organisation.
This predictable model ensures you receive top-tier IT support without the financial uncertainty often associated with traditional break-fix models.
What are the benefits of using the Lanrex Assist portal?
The Lanrex Assist portal is designed as your central hub for seamless IT interaction and efficiency. It’s a key component of our commitment to transparent and user-friendly support, bringing significant benefits to all types of organisations. The portal streamlines your IT experience by allowing you to:
- Effortlessly Submit Support Requests: Log new IT issues or service requests quickly and easily, without needing to make a phone call for every minor query.
- Manage and Track Tickets: Gain complete visibility over the status of your submitted tickets. You can see who is working on your issue, the progress made, and estimated resolution times, providing unparalleled transparency.
- Access Learning Resources Efficiently: The portal provides access to a comprehensive IT knowledge base. This allows your team to find answers to common questions and troubleshoot minor issues independently.
- Review Service History: Access a record of past IT requests and resolutions, which can be useful for internal auditing, professional development planning, or tracking recurring issues.
- Communicate Directly: Often, the portal allows direct communication with the assigned technician, facilitating efficient information exchange.
By streamlining the process of seeking and receiving IT assistance, the Lanrex Assist portal enhances productivity, reduces frustration, and ensures that your team can get the support they need quickly and efficiently.
Partnering for a Secure and Efficient Digital Future
The IT landscape is constantly shifting one for Australian NFPs, SMEs, Government agencies, and Enterprises alike. Having a trusted partner who understands your unique needs and offers proactive, comprehensive support is not just an advantage—it’s a necessity. Lanrex’s managed IT support and dedicated Service Desk are designed to provide just that: clarity, efficiency, security, and peace of mind.
By choosing Lanrex, you’re not just getting a service provider; you’re gaining a strategic partner committed to accelerating your digital journey, simplifying complexity, and enhancing your organisation’s security and productivity. We manage your IT, so you can focus on what you do best.
Ready to experience the difference that dedicated and proactive managed IT support can make for your organisation? Explore our 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.
