We are a company who provide outsourced solution and helpdesk solutions to several SME’s all across Australia. We are recently engaged with Australian Institute Of Business And
Technology. We are providing our service to AIBT since January
2018.
As we provide assistance to AIBT regarding all hardware and software solution, this report is about Help desk solution and
SLA with AIBT.
ICTISP is a game changer in turning IT teams from daily firefighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. Since many years, it has been delivering smiles to millions of IT folks, end users, and stakeholders.
Helpdesk solution provides support relating to products and services in AIBT. We troubleshoot problems that arise in AIBT’s server< hardware and software. We also guide with choosing of products(hardware/software). As we are outsourced solution provider, our staff answer through Emails, phone calls and so on.
We help with AIBT account problems, password problems and maintenance .They direct inquires to delegate complex issues to other it staff as needs.
Incident Management
Gain control of your help desk

Reduce outages, improve agent productivity, meet SLAs, and manage the complete lifecycle of your IT tickets.
Problem Management
Go beyond firefighting
Classify, analyze, and take problems to closure. Analyze the root cause and reduce repeat incidents in your IT.
Change Management
Manage changes with precision
Streamline planning, approval, and implementation with automated work flows. Ensure that there are no more unauthorized or failed changes.
Service Catalog
Optimize service delivery
Create and publish your service catalog with custom service level agreements (SLAs) and multi-stage approvals. Ensure better end user satisfaction and better visibility for IT.
CMDB
Get the bigger picture
Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision making.
IT Project Management
Deliver IT projects on time
Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service delivery.
Reports
Drive decisions with the right data

Use canned and custom reports to gain the right insights. Monitor the health of your IT help desk performance using real-time and customizable dashboards.
Integrations
Collaborate with other IT systems
Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and active directory. Get what you always wanted - 360-degree visibility of your IT!
Asset Management
Streamline asset management
Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
There are different problems that may arise in campus, some technical faults, sometimes problem with hardware and software or sometime it might be some troubleshoot error, problem with networking and internet. We would inform college administrative to check general things like: if there are any wire loose, try deleting the cache files, restarting the computers, look the connections, ports and if it doesn’t help, report the incident carefully with as much as details you can provide. If you face technical problem you have to provide as much information as possible which really helps to identify a solution. so when reporting a problem include error messages and have you set up new software or updates, added a new printer, spilled liquid on keyboard. There are Desktop supporter team, network team and server team to sort out this kind of problems. Like, desktop supporter team are responsible to fix the issue related to desktops, laptops and peripherals like

repairing software, fixing hardware issues. Network team look after network software, hardware and infrastructure such as servers, switches, backup systems and firewalls. They are also responsible for network services such as email configuration, file management and security issues. And server team are responsible for network authentication, network shares, network resources, email accounts.
Mon-Fri: 6:00 am – 7:00 pm
Sat-Sun: closed
Phone: 0404 634 324
0213 432 324
Email: helpdeskaibt@ictisp.com